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The Strategic Help Desk OVERVIEW An interactive and pragmatic two-day workshop showing how to create or
develop a Help Desk or Service Desk that will be a strategic asset to
the organisation, inspire confidence in the service and promote enduring
customer satisfaction
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Why you should attend Too often the Help Desk is seen as an expensive overhead or a down-market operation instead of an activity that can open the door to widespread strategic benefits to the organisation. The Help desk is too often forced to be reactive, rather than proactive. 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 the Pacific Rim, Middle East, 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 IT Managers, Computer Service Managers, Customer Support Managers and staff, Account Managers, Operations Managers, 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; Help Desk and Service Desk Supervisors and all personnel with an interest in excellence in customer support. |
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How you and your organisation will benefit You will:
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Programme
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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