(IT HelpDesk/ ServiceDesk A Practical Approach)



IT Helpdesk is the single point of contact between the users and the IT department. Evaluation, measurement of success of the supporting activities of the IT department include: Service quality, satisfaction and the IT service users. Therefore, to serve customers the best: To understand needs of customers, facilitating the satisfaction level about the IT service quality, service attitude, service renovation.

This training course is designed targeted at IT Helpdesk and IT Service Providers based on our extensive experience after many years working in the IT field of IT manager, CTO of financial groups, trade and production multinational companies in Vietnam, America, Europe, and Japan with research on other famous training materials of foreign CTO in IT daily activities management field.


 i.  How to assess business needs of customers and meet their satisfaction
ii.  Positive thinking to handle all arising issues quickly
iii. Positive listening and efficient PR strategies
iv. How to determine and calm down tough customers
v.  The core process and the best practice process applied for the service support
vi. To understand the technical parameters in Helpdesk, service agreement, customer feedback survey and the latest technological and analytical tools

What learners gain and can do after the training course?

1. To understand the role and responsibilities of IT service support staff
2. To understand fully the IT service provision process in organization, and skill to support IT service levels
3. Know how to use the critical and appropriate Helpdesk tools for customer service support
4. To develop the core skills: listening, communicating and working with customers via the phone
5. Efficient problem solving skills to support the tough customers
6. Having professional skills to design materials as a supporting tool for the terminal user /internal customers
7. Being able to design support team and having skills to work with the support team
8. To control daily work under huge pressure


 i.  Helpdesk/Service Desk
ii.  IT support
iii. Technician staff
iv. Customer care
v.  Call center
vi. Customer service


Part 01: IT Service Desk Organization
Part 02: IT Service Desk Processes and Procedures
Part 03: IT Support Assignment and Evaluation
Part 04: IT Maintenance Schedules
Part 05: Communication and Writing Skills
Part 06: IT Support Tools and Templates


 i.  The standard materials of the Infochief institute (Vietnamese)
ii.  Reference document (English)
iii. 100 IT Helpdesk Toolkits - Checklists, Templates, Assessment, Processes, Procedures, Flowchart, Guidance, Samples, Rules, Policies, Questionaire, Comparision chart.

  Training methods

The experts will apply the following training methods to convey the contents:
i.  Open discussion
ii. Case study
iii. Self-assessment
iv. Mini-lecture

  Difference of the training methods at Infochief

- Coaching based on the actual management models
- Practice training in line with the requirements of each position
- 100% is to practice the actual skills required by the daily work at the workplace
- To assure that after the training course, learners are confident at their work
- Senior staff are given priority for being introduced to our partners 

Upon completion of the course : It is a must for the learners to complete a project at the end of the course, the aim is to assess the ability to apply the training contents to the actual working environment.

Graduation certificate : To be granted by INFOCHIEF with national validity.

Detail contents

Module 1:
- User support IT models
- IT service in enterprises
- Service designing and providing
- Commitment for service provision and support between user and IT
- User support process


Module 2:
- Roles of Helpdesk in IT organization
- Key elements of Helpdesk
- Skills required for Helpdesk
- Helpdesk trend
- “Can do” attitude of Helpdesk
- Fully understand needs of users
- Managing the satisfaction level of user after support
Module 3:
- Typical features of a successful group
- Helpdesk group development stages
- Team work activities
- Methods to contribute to team targets
- Team work principles
- Team conflicts management and handling
- Team work brainstorming
Module 4:
- Importance of support via the phone
- Using appropriate words
- Communications
- Communications and support via the phone
- 5 phases for professional conversations
- Professional conversation skills
- Practising telephone skills 
Module 5:
- Importance of listening for User support
- Listening influential barriers
- Effective listening
- Encouraged listening
- Communication styles
- Communications via voice and gestures
Module 6:
- User behavior studying
- Cooperation key: listening and sympathy
- Raising questions and solving issues
- Regular encountered cases
- Personal control
- Keeping calm under huge pressure