Help Desk Training


Course Overview

If you are a member of a helpdesk team then chances are that you are very proficient in the product knowledge of what you are supporting.

But can you handle complaints in the right way?

Can you deliver an exceptional customer experience?

Can you drill into the root cause of the problems through effective questioning?

Can you handle the client that is shouting to you down the telephone?

This is an in-house course delivered at your premises or at a location of your choice that will equip you and your helpdesk team with the soft skills so that you provide an excellent service and that you can deal with customer issues at the first time of asking without the need for repeat calls that create extra work.

Who Will Benefit From The Course?

  • Anyone who works on an IT or Technical helpdesk providing support for their clients

What Will You Gain From The Course?

  • Understand what excellence looks like in terms of providing an outstanding IT Helpdesk experience
  • Be able to effectively question and drill down to the root cause of issues
  • Listen more attentively and be able to read between the lines
  • Be able to diagnose problems much more quickly by communicating in a concise and clear manner
  • Understand what the caller needs now and in the future
  • Handle complaints and irate customers – learn how to keep your cool
  • Learn how to have a clear and articulate telephone manner
  • Best practices – how to answer, put on hold and transfer calls in the right way
  • How to deal with support requests at the first port of call

Tell Us About Your In-House Training Requirements


0800 849 6732


Send us an email to enquiries@management-training-development.com


Please provide us with what you are looking for and what you would like to achieve and we will get back to you with a free, no obligation proposal along with the costs.