Global Certificate in Efficient Helpdesk Techniques
-- ViewingNowThe Global Certificate in Efficient Helpdesk Techniques is a comprehensive course designed to enhance helpdesk professionals' skills and prepare them for career advancement. In today's digital age, helpdesk support is critical for businesses to maintain high levels of customer satisfaction and productivity.
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⢠Helpdesk Fundamentals: Understanding the role of a helpdesk, common helpdesk software, and basic troubleshooting techniques.
⢠Incident Management: Identifying, documenting, and resolving incidents, as well as tracking and reporting incident metrics.
⢠Communication Skills: Effective communication techniques for helping users, including active listening, clear and concise explanations, and empathy.
⢠Problem Solving: Techniques for identifying and solving complex problems, including root cause analysis and problem escalation.
⢠Change Management: Managing changes to software and hardware, including change requests, testing, and implementation.
⢠Customer Service: Delivering excellent customer service, including handling difficult customers, managing expectations, and following up to ensure satisfaction.
⢠Helpdesk Metrics: Measuring helpdesk performance, including metrics such as mean time to resolution, customer satisfaction, and first contact resolution rate.
⢠Knowledge Management: Creating, maintaining, and sharing a knowledge base of common issues and solutions, including documentation and training.
⢠Helpdesk Security: Understanding and implementing security best practices, including data protection, access control, and incident response.
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