IT Service Desk – Tech Support Skills Training

Service Desk and Technical Support professionals provide front-line support and act as the ‘face’ of the IT Department, becoming the primary contact for customers. It is important that these professionals provide the highest quality customer care with every interaction.

The training focuses on Service Desk and IT Technical support professionals who need to provide excellent customer service in addition to technical solutions. The program is designed to impart soft skills, communication techniques, and strategies for effectively working with all types of customers to solve technical problems.

This two-day training programme is structured using practical learning methods. A range of case studies, games, simulations are utilized to help participants to visualize actual IT Service Management in action. Our experiential learning approach includes different activities for deeper insights.

Course Content

Principles of Service Management

Need for a Service Desk

Incident Management

Cyber Security Incident Management

Administration tasks

Essential Communication Skills

Customer Service Attitude

Problem-solving skills

Root cause analysis

Stress and anger management

Continuous improvement

Sysprove tailors the training programme to cover the challenges faced by the organisation while using industry best practices including ITIL®

For more information about IT Service Desk training please contact

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