Improving the technical and customer service skills of your Service Desk is vital to productivity and to the overall customer experience, as a company’s Service Desk sits at the front-line of customer care and, in turn, becomes the face of the organization.
Utilizing authorized training solutions from leading vendors, such as CompTIA and Microsoft, can transform your Service Desk team by raising their level of technical proficiency. Many organizations maintain multiple tiers of support that require different levels of skill and different training needs, so it’s important to identify areas of improvement for the management of the Service Desk to ensure strong leadership and implementation of proven best practices.
See below for some of the tailored learning solutions New Horizons can provide to address the needs of your Service Desk.
LEVEL 1 Support—Key Components & Prescription
Operating System Fundamentals:
Microsoft Technology Associate (MTA)
40033: Windows Operating System and Windows Server Fundamentals
Computer Hardware Maintenance & Support:
LEVEL 2 Support—Key Components & Prescription
Security Support Skills:
Operating System Support Skills:
6292: Installing and Configuring Windows 7 Client
6293: Troubleshooting and Supporting Windows 7 in the Enterprise
20687: Configuring Windows 8.1
10982 Supporting and Troubleshooting Windows 10
20695 Deploying Windows Devices and Enterprise Apps
20696 Administering System Center Configuration Manager and Intune
20697-1 Implementing and Managing Windows 10
20697-2 Deploying and Managing Windows 10 Using Enterprise Services
20698 Installing and Configuring Windows 10
Desktop Application Support & Customer Service Improvement
Two areas of Desktop Support that often go overlooked are support for your Line of Business applications and Customer Service skills. Microsoft Office is the most widely used suite of productivity software in the world. However, Desktop Support specialists tend to use that software less frequently than your typical office worker and are not prepared to assist with questions pertaining to it. Effective Customer Service skills are just as important and a vital part of any Service Desk. Professional courtesy and understanding how to deal with customer complaints strengthens the bond between any service provider and their customers.
Regardless of a team member’s technical acumen, all levels of Desktop Support will become more effective with training for Microsoft Office and understanding the fundamentals of Customer Service.
View All Levels of Microsoft Office Training
Proficient Incident and Problem Management processes are key to an effective Service Desk. It’s up to the Service Desk Manager to implement them. ITIL is a globally recognized service management methodology that can alter how your Service Desk performs. The Operational phase of the ITIL service lifecycle includes many aspects of what impacts a Service Desk on a daily basis. Leadership skills and the ability to motivate employees are also two key features for Service Desk Managers to inspire their team members.
ITIL® Foundation 2011 Edition
ITIL® Intermediate Lifecycle: Service Operations (2011 Edition)
Managing Virtual Teams