Online Class: How to Run an Effective Help Desk

Name: How to Run an Effective Help Desk
Price: 95.00 USD

In this course, we will cover all the topics necessary to run your Help Desk, including drafting a plan, determining which services to offer, when to outsource, how to measure performance, how to effectively deal with senior management, which tools will aid you, and how to ensure that your customers are receiving value.

$95.00
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$120.00
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$120.00 (with CEU Certificate)

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15

Lessons
17

Exams &
Assignments
895

Students
have taken this course
6

Hours
average time
0.6

CEUs

Course Description

Unlocking the Power of an Optimized Help Desk: A Blueprint for Success

In the intricate tapestry of modern businesses, the Help Desk often emerges as an unsung hero. While not directly generating profits, it plays an indispensable role in bolstering company value, seamlessly amplifying productivity, and solidifying customer loyalty. But how do you transform this essential service hub into an influential powerhouse that truly aligns with your organization's vision and objectives?

Dive into our comprehensive course, "Unlocking the Power of an Optimized Help Desk: A Blueprint for Success." This dynamic program unravels the secrets to crafting a Help Desk that not only functions efficiently but also actively drives company success.

While constructing a skyscraper without a blueprint is unimaginable, so is developing a Help Desk without a strategic plan. This course underscores the importance of that blueprint - detailing the nuances of drafting a coherent mission, demystifying the art of service selection, and spotlighting the significance of aligning your Help Desk's goals with your company's overarching objectives.

Explore the intricacies of service prioritization, ensuring that each issue is addressed in sync with its importance and urgency. Immerse yourself in discussions about when and how to outsource, ensuring that every decision contributes to your bottom line. Equip yourself with a data-driven approach to measure performance, and master the tactics to communicate effectively with senior management, securing their buy-in and support.

Furthermore, in a landscape replete with tools and technologies, this course will illuminate the most impactful ones, ensuring your Help Desk remains a step ahead. Beyond mere functionality, we'll delve into cultivating a customer-centric ethos, ensuring every interaction reaffirms the value your organization brings to its clientele.

In essence, our course promises a holistic journey, transforming your Help Desk from a mere functional unit to a strategic asset that continually adds unparalleled value to your organization. Enroll now, and embark on a transformative voyage, elevating your Help Desk to new pinnacles of efficiency and excellence.

Courses Frequently Bought Together:

Customer Relationship Management

Customer Service 101

Creating an Effective Sales Team

Completely Online
Self-Paced
Printable Lessons
Full HD Video
6 Months to Complete
24/7 Availability
Start Anytime
PC & Mac Compatible
Android & iOS Friendly
Accredited CEUs

Universal Class is an IACET Accredited Provider

Course Lessons

Average Lesson Rating:

"Extraordinarily Helpful"

(800 votes)

Lesson 1: Establishing a Help Desk

11 Points

In order for your Help Desk to add value, it must be established with the proper mission, it must offer the right services, and it must achieve its objectives. We will start with these fundamentals.

Lesson 1 Video
Lesson discussions: Reasons for Taking this Course
Complete Assignment: An Introduction
Assessment: Lesson 1: Establishing a Help Desk

Lesson 2: Building Your Customer Profile

10 Points

In this lesson, we will focus exclusively on one ingredient in all business plans, which is a customer profile.

Lesson 2 Video
Assessment: Lesson 2: Building Your Customer Profile

Lesson 3: Help Desk Organization

10 Points

The organization of your Help Desk is another aspect of the planning process. Your organization or structure will depend on your mission, objectives, and types of services.

Lesson 3 Video
Assessment: Lesson 3: Help Desk Organization

Lesson 4: Staffing Needs

10 Points

In this lesson, we will discuss staffing in more detail including the different types of employees you will need, the skills they need to possess, how to plan for employee departures, and the proper training required for your staff.

Lesson 4 Video
Assessment: Lesson 4: Staffing Needs

Lesson 5: Issue Management: Establishing Priority and Severity of Issues

10 Points

When a customer calls the Help Desk, it usually means they are not able to perform their job to the fullest extent or in some cases, not at all. There are varying degrees of importance for each call. You cannot use "first come, first served."

Lesson 5 Video
Assessment: Lesson 5: Issue Management: Establishing Priority and Severity of Issues

Lesson 6: Issue Management - Procedures

10 Points

In this lesson, we will focus on procedures, their importance, and how to create them.

Lesson 6 Video
Assessment: Lesson 6: Issue Management: Procedures

Lesson 7: Logging Support Calls

9 Points

Every time a support call comes into a Help Desk, that call must be logged and tracked. The issue's status and progress also must be tracked throughout the entire life cycle of the issue.

Lesson 7 Video
Assessment: Lesson 7: Logging Support Calls

Lesson 8: Help Desk Tools - Forums, Collaboration, and Communication

10 Points

In the daily operations of your Help Desk, you will use many tools. In the next two lessons, we will devote time to discussing which tools to use, why they are used, and how to use them effectively.

Lesson 8 Video
Assessment: Lesson 8: Help Desk Tools: Forums, Collaboration, and Communication

Lesson 9: Help Desk Tools - Problem Resolution and Help Desk Management

10 Points

Many of the tools used by a Help Desk involve problem resolution and Help Desk Management. Examples for problem solving include knowledge bases, expert systems, and diagnostic software.

Lesson 9 Video
Assessment: Lesson 9: Help Desk Tools: Problem Resolution and Help Desk Management

Lesson 10: Your Help Desk and the Internet

10 Points

There are varying degrees of opinion on both the internet's usefulness in business and its impact on our daily lives. But one thing is a fact, that it is an incredible, vast array of information, available to Help Desks worldwide.

Lesson 10 Video
Assessment: Lesson 10: Your Help Desk and the Internet

Lesson 11: Establishing Your Help Desk's Online Presence

10 Points

Your Help Desk has a choice about its online presence. You can have an intranet site, which typically only is accessible by people within your own company, or you can have an internet site, which is accessible to anyone with an Internet connection.

Lesson 11 Video
Assessment: Lesson 11: Establishing Your Help Desk’s Online Presence

Lesson 12: Help Desk Metrics

10 Points

If you are a member of a Help Desk and especially if you are managing one, you must keep a close watch on performance. This course gives you the details on how to run an effective Help Desk but how will you know if you are effective?

Lesson 12 Video
Assessment: Lesson 12: Help Desk Metrics

Lesson 13: Marketing Your Help Desk

10 Points

Although many Help Desks operate as part of a much larger company or within a company, your Help Desk should be considered a business. You have products and services, and you have customers who need them. Management is not going to automatically fund you.

Lesson 13 Video
Assessment: Lesson 13: Marketing Your Help Desk

Lesson 14: Return on Investment and Value

10 Points

As we have learned in previous lessons, senior management will be involved in many aspects of your Help Desk, and the budget is the one area where you likely will see the most input.

Lesson 14 Video
Assessment: Lesson 14: Return on Investment and Value

Lesson 15: When to Outsource Work

83 Points

Most Help Desks have two distinct perspectives about outsourcing work: It is either a great idea that will ultimately save money for the company or it is a ridiculous idea that only will add expense and overhead to a company.

Lesson 15 Video
Lesson discussions: End of Course Poll; Course Comments; Course Comments
Assessment: Lesson 15: When to Outsource Work
Assessment: The Final Exam

223

Total Course Points

Learning Outcomes

By successfully completing this course, students will be able to:

Describe the processes establishing a help desk.
Demonstrate building your customer profile.
Describe help desk organization and staffing needs
Establish priority and determine the severity of issues.
Demonstrate management issue procedures.
Demonstrate the process of logging support calls.
Summarize available help desk tools and how to put them to work.
Describe your help desk and the internet.
Recognize, implement, and review help desk metrics.
Describe marketing your help desk and calculating the return on investment and value.
Determine when to outsource work.
Demonstrate mastery of lesson content at levels of 70% or higher.

Additional Course Information

Document Your Lifelong Learning Achievements
Earn an Official Certificate Documenting Course Hours and CEUs
Verify Your Certificate with a Unique Serial Number Online

View and Share Your Certificate Online or Download/Print as PDF
Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media

Course Title: How to Run an Effective Help Desk

Course Number: 8900088

Lessons Rating: 4.57 / 5 Stars (800 votes)

Languages: English - United States, Canada and other English speaking countries

Availability: This course is fully available online in all 50 states, including California, Texas, Florida, New York, Pennsylvania, Illinois, Ohio, and Georgia. It’s also offered in major English-speaking countries, such as the United Kingdom, Canada, Australia, and Ireland.

Last Updated: February 2024

Course Type: Self-Paced, Online Class

CEU Value: 0.6 IACET CEUs (Continuing Education Units)

CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).

Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned.

Assessment Method: Lesson assignments and review exams

Syllabus: View Syllabus

Course Fee: $120.00 U.S. dollars