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Managing the Help Desk OVERVIEW Customers demand instant solutions and consistently high quality support. Often a help desk is under constant pressure to reduce costs and headcount while at the same time increasing its commitments and service quality. This intensive two-day workshop identifies best Help Desk practices and trends and illustrates ways of reconciling these conflicts. Objectives By the end of this workshop, participants will be familiar with best practice in Help Desk management and learn practical ways of improving Help Desk performance while containing costs. |
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Why you should attend Customers want exactly what they want, when they want it. And what they want is instant solutions and consistently high quality. Often a help desk is caught in the middle of the gauntlet between the hammers of technical limitations, resource constraints, budget pressure, conflicting priorities and the need to provide excellence in service. Too often the Help Desk is forced by these constraints into being reactive, rather than proactive. The Help Desk’s terms of reference may not be well defined and its organisation may be ambivalent - especially when it depends on second and third level support from other departments. Support can be a soft target for cuts, since its benefits are difficult to quantify. It all sounds depressing: but there are ways to improve the performance and status of the Help Desk and turn it into a proactive weapon to improve overall operational performance: creating the Strategic help Desk. In this highly interactive, intensive and pragmatic workshop, you will hear the latest thinking on all key challenges of Help Desk management – including technical, organisational, personnel aspects as well as discovering latest trends and information from around the world. Is the Help Desk going to be automated out of existence? What is the optimum organisation – for global enterprises, for public sector organisations and for Help desks within smaller, dynamic organisations? How can you increase the effectiveness and prestige of the Help Desk? You will leave this workshop with tools and ideas to enable you to customise your Help Desk for optimum results. Kingswell brings experience from successful training courses and consultancy in China, the Gulf, Southern Africa and Europe. Be sure to bring your ideas and experiences you wish to discuss. You will find this powerful course stimulating, entertaining – and immensely practical. Who should attend Help Desk, Support Centre, Service Desk, Hot Line and Call Centre and Customer Support managers and staff; Problem and Solution managers and teams, second line support personnel; account managers, Building Services managers, Premises managers, Facilities managers; all building industry staff having regular interface with customers. |
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How you and your organisation willl benefit You will:
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Programme
The Customer as King
Defining the tasks
Customer expectations ‑ and needs
Benefits of a Help Desk
What is a Help Desk?
Making the case
Help Desk Objectives
Help Desk Trends
ITIL and CobIT
New customers: hand holding
Manuals/Guides/Newsletters
The Help Desk ‑ fault reporting
Evaluations
The Technical Help Desk
Customer Education
Problem Solving
Customer Training
What type of Help Desk?
Resource planning & justification
Central or Distributed Help Desks?
Managing expectations
Real, Virtual or Outsourced?
Management commitment
The One Stop Shop
What Service Hours.. & How to Cover them
Who should run the Help Desk?
Skills for the Help Desk
First & Second Level Support
Technical Support
The Customer Support Manager
Planning Implementation
Call logging
User Surveys
Help Desk Software : Options & Selection
Equipment
Problem Management Databases
Sources of Help
Expert Systems
Internet & Intranet
Problem Diagnosis
Problem Prioritisation
Problem Escalation
Problem Management
Problem Resolution
Telephone technique ‑ Call Handling
Telephone technique ‑ Customer Care ‑ wrong and right ways
The right tools
Computer Telephony Integration - new tools, new technology
Performance Standards
Using Service Level Agreements to Manage Customer Expectations
Handling complaints
Value added servic
Proactive Help
Jobs & Skills for the Help Desk
Assessing Resource Requirements
How to Improve Agent Productivity
Management Reporting: Treasure Trove!
Skills Mix ‑ Manager, Supervisor and Help Desk staff
Communications Issues & People Problems
Managing Staff Stress
Power to Influence: Getting Results without Authority
Politics & The Help Desk
Interface with Change Management Procedures
Managing customers
Business issues; Fee or Free?
Where Next?
The pilot/trial application
Planning the Future
The programme is intended as a guide only: the seminar is intended to be interactive and the running order may be changed or amended to reflect delegates' interests and requirements
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Workshop Leader
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Books by Kingswell Consultants Books on Service Management Hiles, A. N. The Complete Guide to IT Service Level Agreements, Matching Service Quality to Business Needs.. ISBN 0-9641648-2-5 published by Rothstein Associates Inc. The standard work on IT Service Level Agreements. Hiles, A. N. E-Business Service Level Agreements: Strategies for ISPs, ASPs, *SPs and CLECS. Published by Rothstein Associates Inc. The first book to deal specifically with e-commerce Service Level Agreements. Hiles, A. N. Service Level Agreements, Winning a Competitive Edge for Supply and Support Services. ISBN 0-9641648-4-1published by Rothstein Associates Inc. This book applies Service Level Agreements to services other than IT. Real case studies and example SLAs are provided ranging from Human Resources, Logistics, through Training, Livestock Handling, Logistics and Field Service Engineering. Hiles A.N. and Gunn, Dr. Y. Creating a Customer-Focused Help Desk: How to Win and Keep Your Customers. Published by Rothstein Associates Inc. ISBN 0-9641648-6-8 This book has the support of the Help Desk Institute www.helpdeskinst.com Books on Business Continuity Hiles A.N. Business Continuity Management: Best Practice. Published by Rothstein Associates Inc. ISBN 0-9641648-3-3. This book explicitly covers all the ten areas of business continuity competence required for membership of the Disaster Recovery Institute International (DRII) and the Business Continuity Institute (BCI). Hiles A.N. Enterprise Risk Assessment & Business Impact Analysis – Best Practices ISBN 1-931332-12-6 Published by Rothstein Associates Inc. Covers many techniques and methods of risk and impact assessment with detailed examples and checklists. e-Publication. Kingswell books on Business Continuity, Service Level Agreements and Help Desk Management will shortly be available by page download in conjunction with Rothstein Associates Inc and Books24x7.com. New and updated books. Existing books Business Continuity Management – Best Practice and IT Service Level Agreements have been extensively updated. See our products page or visit www.rothstein.com . All the above books can be obtained from: Rothstein Associates Inc. e-mail pjr@rothstein.com Telephone: USA: 1-888-ROTHSTEIN Hiles A.N. Guide to Risk Management. Published by the Institute of Chartered Accountants of England and Wales. Hiles A.N. and Barnes, P. (Editor and main contributor) The Definitive Handbook of Business Continuity Management, John Wiley & Sons, 1999, ISBN 0 471 98622 4. Hiles, A.N. (contributor), Croner’s Purchasing and Supply Guide to I.T., 1994, ISBN 1 85524 271 0 Hiles, A.N. (contributor), Guide to Business Continuity Management, 1999, for the Confederation of British Industry by Caspian Publishing Hiles A.N. (contributor) Business Continuity Management, 2000, Institute of Directors / Department of Trade & Industry.
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