Online Class: How to Run an Effective Help Desk

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

Embark on a journey to transform your Help Desk into a vital unit that bolsters company value by focusing on strategic planning, performance measurement, and modern technologies. Our course empowers you with the knowledge to align Help Desk goals with overarching business objectives, ensuring seamless operations and customer satisfaction.

$95.00
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$120.00
with CEU Certificate*

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$120.00 (with CEU Certificate)

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15

Lessons
23

Exams &
Assignments
906

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"

(807 votes)

Lesson 1. Empower Your Help Desk: Beyond Basic Support

For a Help Desk to transform from a cost center to a strategic asset, it requires a well-devised plan supported by senior management and characterized by transparent service offerings and adaptive solutions. By leveraging automation and understanding market demands, it can boost employee efficiency and customer satisfaction while maintaining budgetary constraints. 11 Total Points

Lesson 1 Video
Review Practice Worksheet: Lesson-1-Downloadable-19728.pdf
Lesson discussions: Reasons for Taking this Course
Complete Assignment: An Introduction
Assessment: Lesson 1: Establishing a Help Desk

Lesson 2. Understanding Customers for Help Desk Excellence

To build a customer-centric Help Desk culture, it is essential to train the team in both technical and soft skills, continually assess performance using customer-focused metrics, and encourage ongoing adaptation to new challenges and technologies. By introducing multi-channel communication and automation like AI-driven chatbots, Help Desks can enhance accessibility and effectiveness. 11 Total Points

Lesson 2 Video
Review Practice Worksheet: Lesson-2-WorkSheet-19730.pdf
Complete: Lesson 2 Activity
Assessment: Lesson 2: Building Your Customer Profile

Lesson 3. Essentials of Help Desk Planning

A well-structured Help Desk not only aligns with organizational objectives but significantly boosts customer satisfaction and operational efficiency through strategic planning and deployment of the front line. By incorporating levels of support and leveraging technology like AI chatbots, organizations can enhance service delivery and anticipate future needs effectively. 10 Total Points

Lesson 3 Video
Review Practice Worksheet: Lesson-3-Activity-19732.pdf
Assessment: Lesson 3: Help Desk Organization

Lesson 4. Strategic Staffing: Building a Workforce for Success

Help Desk analysts are pivotal in technology-driven companies, acting as a bridge between innovative solutions and user satisfaction. Their diverse roles as problem solvers, communicators, and marketers emphasize both technical competence and customer service excellence. 10 Total Points

Lesson 4 Video
Review Practice Worksheet: Lesson-4-WorkSheet-19734.pdf
Assessment: Lesson 4: Staffing Needs

Lesson 5. Mastering Issue Management: Navigating Priority and Severity in Help Desks

In a Help Desk environment, priority and severity classifications are vital in orchestrating swift and effective problem resolution. By integrating an adaptable priority framework, organizations can ensure crucial issues are tackled promptly, aligning with their strategic objectives. 11 Total Points

Lesson 5 Video
Review Practice Worksheet: Lesson-5-Downloadable-19735.pdf
Complete: Lesson 5 Activity
Assessment: Lesson 5: Issue Management: Establishing Priority and Severity of Issues

Lesson 6. Procedures: Cornerstone of Effective Issue Management

Involving teams and customers in writing procedures ensures they are comprehensive and relevant, fostering a robust framework for service excellence. Collaboration across departments and engagement with customers yields insightful contributions that refine processes, aligning them with real-world needs and expectations. 10 Total Points

Lesson 6 Video
Review Practice Worksheet: Lesson-6-Activity-19737.pdf
Assessment: Lesson 6: Issue Management: Procedures

Lesson 7. Optimizing Help Desk Performance Through Meticulous Call Tracking

Implementing meticulous data tracking transforms routine interactions into strategic tools, revealing trends and informing decisions on staffing and infrastructure needs. This practice not only enhances company efficiency but also strengthens customer relations through personalized, responsive service. 9 Total Points

Lesson 7 Video
Review Practice Worksheet: Lesson-7-WorkSheet-19739.pdf
Assessment: Lesson 7: Logging Support Calls

Lesson 8. Maximizing Efficiency with Help Desk Communication Tools

Mastering Help Desk management involves utilizing multiple programs and forums for network and problem resolution assistance, emphasizing information sharing as core to its function. Engaging on forums with courtesy highlights the importance of a professional online demeanor. 11 Total Points

Lesson 8 Video
Review Practice Worksheet: Lesson-8-Activity-19741.pdf
Complete: Lesson 8 Activity
Assessment: Lesson 8: Help Desk Tools: Forums, Collaboration, and Communication

Lesson 9. Help Desk Innovation: Bridging Technology and Human Touch

Incorporating a human-centered approach within technologically driven help desks ensures a balanced focus on empathy, customer satisfaction, and efficient problem resolution. This approach empowers technicians and users alike by blending compassionate service with cutting-edge systems, fostering loyalty and trust. 10 Total Points

Lesson 9 Video
Review Practice Worksheet: Lesson-9-Activity-19743.pdf
Assessment: Lesson 9: Help Desk Tools: Problem Resolution and Help Desk Management

Lesson 10. Help Desk and Internet Synergy

11 Total Points

Lesson 10 Video
Review Practice Worksheet: Lesson-10-Downloadable-19745.pdf
Complete: Lesson 10 Activity
Assessment: Lesson 10: Your Help Desk and the Internet

Lesson 11. Enhancing Your Help Desk's Digital Footprint

Developing a Help Desk's online presence doubles as building a cornerstone for efficient customer service, reducing physical inquiries by offering self-service options such as comprehensive FAQs and video tutorials. Involving senior management and relevant departments ensures a coherent website that aligns with broader organizational goals. 11 Total Points

Lesson 11 Video
Review Practice Worksheet: Lesson-11-Activity-19747.pdf
Complete: Lesson 11 Activity
Assessment: Lesson 11: Establishing Your Help Desk’s Online Presence

Lesson 12. Metrics Matter: Indicators of Help Desk Success

Help Desk performance metrics are not just additional tools but are central to successful management, providing insights into operational efficiency and customer satisfaction. By understanding the unique perspectives of customers, staff, and management, these metrics aid in balancing quantitative data with qualitative experiences. 11 Total Points

Lesson 12 Video
Review Practice Worksheet: Lesson-12-Downloadable-19749.pdf
Complete: Lesson 12 Activity
Assessment: Lesson 12: Help Desk Metrics

Lesson 13. Your Help Desk as a Business: Strategies for Success

Operating a Help Desk involves more than just technical support; it requires strategic planning, active marketing, and ongoing value demonstration to remain relevant and indispensable within an organization. By focusing on crafting a positive image and effective customer interaction, Help Desks can enhance their perceived value and align their services with broader business objectives. 10 Total Points

Lesson 13 Video
Review Practice Worksheet: Lesson-13-WorkSheet-19751.pdf
Assessment: Lesson 13: Marketing Your Help Desk

Lesson 14. Profit Metrics: The Importance of ROI

ROI is a storytelling tool that helps businesses measure the value and impact of their decisions, ensuring resources are allocated effectively for maximum profitability. By evaluating both tangible and intangible benefits, companies can make informed choices that enhance productivity and drive strategic growth. 10 Total Points

Lesson 14 Video
Review Practice Worksheet: Lesson-14-StudyGuide-19753.pdf
Assessment: Lesson 14: Return on Investment and Value

Lesson 15. Mastering the Balance: To Outsource or Not

Outsourcing transformed from merely a cost-saving tactic to a strategic tool that empowers decision-makers to leverage both internal and external strengths, driving competitive advantage. The strategic use of outsourcing aligns with organizational goals and can lead to financial growth by focusing on core competencies while accessing expertise when needed. 83 Total Points

Lesson 15 Video
Review Practice Worksheet: Lesson-15-WorkSheet-19755.pdf
Lesson discussions: End of Course Poll; Course Comments; Course Comments
Assessment: Lesson 15: When to Outsource Work
Assessment: The Final Exam

229

Total Course Points

Learning Outcomes

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

Develop a strategic plan to align Help Desk services with organizational goals, demonstrating improved customer satisfaction and operational efficiency.
Define the critical components of an effective Help Desk, including service catalog development, issue prioritization, and expectation management.
Analyze customer feedback and engagement patterns to develop data-driven, personalized customer profiles that align Help Desk services with evolving technology and client expectations.
Identify customer demographics and technological preferences to enhance Help Desk operations by customizing support strategies and improving customer satisfaction based on specific needs.
Demonstrate the ability to design an effective Help Desk structure by aligning it with organizational objectives and estimating staffing requirements based on projected workloads.
Define the key differences between a dispatch and a resolve front line Help Desk model, and explain their impact on customer satisfaction.
Define the roles and responsibilities of Help Desk Analysts within an organization, focusing on their contributions to company success.
Identify and implement strategies for effective succession planning and cross-training to ensure organizational continuity during employee turnover.
Demonstrate the ability to categorize Help Desk issues by their severity and priority using a predefined matrix.
Identify the impact of efficient prioritization on organizational productivity and service quality within Help Desk management.
Demonstrate the ability to collaboratively develop and regularly update Help Desk procedures to adapt to evolving customer needs and technological advancements.
Describe the role of effective Help Desk procedures in improving customer interaction consistency and efficiency.
Recognize the significance of tracking support call metrics in improving help desk efficiency by analyzing data to identify and address recurring issues effectively
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
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Course Title: How to Run an Effective Help Desk

Course Number: 8900088

Lessons Rating: 4.56 / 5 Stars (807 votes)

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

Availability: You can take this course online in every U.S. state including California, Texas, Florida, New York, Pennsylvania, Illinois, Ohio, and Georgia. International availability includes English-speaking countries like Canada, Australia, the UK, and South Africa.

Last Updated: February 2024

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.

Course Type: Self-Paced, Online Classes

Assessment Method: Lesson assignments and review exams

Syllabus: View Syllabus

Course Fee: $120.00 U.S. dollars