Training plans can get very involved and often detail all facets of a help desk
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Training plans can get very involved and often detail all facets of a help desk implementation. Your task this week is to create your own training plan. While we won’t cover every aspect possible, your training plan should address the following key areas:
Greeting (How will techs respond to incidents? Perhaps include a sample script)
Troubleshooting Process (Detail how techs will address each issue. While issues may always be different the same methodology should be used) (The following resource should be useful for this section: Following Standard Operating Procedures (SOPs)- Chapter 6 from Effective Help Desk Specialist Skills.
Resolution (What steps are involved in resolving and issue? Consider notifications, documentation and follow up).
Creation process (When the support issue is generated what happens? Consider from the viewpoint of the tech AND the user.)
Incident Management Life Cycle (A diagram would illustrate this well here.)
Escalation and Tiered Support (How is it determined when issues need to be escalated, what is the procedure to do so?)
Customer service tips
Dos and Don’ts
Handling difficult customers
Customer Validation and Security
What recommendations regarding privacy, email, etc does your staff need to have in place to ensure that you have a proper ethical framework for protecting propriety client data?
Did you consider the role of a support technician and the trust the user places in them to resolve their issue and work on their devices?
Your approach to preparing this training should be as though you are presenting it in a classroom setting. How will you train your techs to meet your level of standard of service? How should your techs handle customers? How will you implement your ticket management process to ensure issues are resolved in a timely manner?
PowerPoint is an appropriate tool to use here. You should have roughly 3-5 slides per main bullet point for your submission