This program provides the participant the skills required to Design, Implement, Manage and Improve Help Desk Performance.
The program creates an Understanding of : the Quality Characteristics of Services, Customer Needs and the Process of Customer Satisfaction.
It creates an Understanding of the Helpdesk Functions, Essential Management Practices and Processes including: Recruitment, Training, Motivation, Entrepreneurship Development, Knowledge Management & Day-to-day Management.
It also discusses: the IT and other Tools, and, Performance Monitoring and Measurement Methods.
The Program shows you how to Gain Leadership through Meeting and Exceeding Customer Expectations.
The Program concludes with the preparation of an individualized action plan for Improving Help Desk Performance in your Organization.
