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APEX Global

IT Helpdesk Professional

Learning Objective

You will learn how to:

  • Apply best practice communication techniques to connect with your customer
  • Choose and apply techniques that create customer loyalty and exceed expectations
  • Respond positively and constructively to customer problems






Training Contents

Module 1: Introduction to IT Support Service

  • The evolution of Information Technology
  • The evolution of IT help desk
  • The Successful IT support components
  • The Information technology driven
  • Introduction to Customer Service

Module 2: IT Help Desk Professional

  • IT Help desk functions
  • IT help desk objectives
  • IT Help desk benefits
  • IT Help desk organization structures
  • IT Help desk Roles and Responsibilities
  • IT Help desk required skills
  • IT Help desk staffing
  • Measuring IT Help desk performance
  • Outsourcing the IT Helpdesk
  • Cost center versus Profit center
  • IT help desk consideration factors

Module 3: Effective IT Helpdesk Teamwork

  • Characteristics of a successful team
  • Building a solid team with Tuckman model
  • Managing conflict in a team
  • Understanding your role in the help desk
  • Contributing to team goals
  • Communicating effectively in a team

Module 4: Professional Telephone Skills

  • Intoduction to power of Telephone
  • Common Telephone technologies
  • Handling calls professionally from start to finish
  • Knowing when and how to transfer calls
  • Fine turning your telephone skills

Module 5: Effective Listening and Communication Skills

  • Being an active listener
  • Knowing what to listen for
  • Communicating with customers
  • Tone of voice
  • Understanding customer communication styles

Module 6: Managing Difficult Customer Situations

  • Handling difficult customer situations
  • Winning over difficult customers
  • Calming irate customers
  • Keeping yourself in control
  • Stress management techniques

Module 7:  Solving and Preventing Incidents and Problems

  • Introducing to solve incidents & problems process
  • Gathering the data to create Information
  • Diagnosis the Incident
  • Asking Questions
  • Simulating the Customer’s Actions
  • Using Diagnostic Tools
  • Developing and Executing a Course of Action
  • Taking Incident Owner Responsibilities
Target Participant

This course is intended for those as below:

  • IT Operation manager
  • IT Help desk manager
  • IT Help desk staff
  • Technical support
  • Front-line or support staff
Key Highlights

Class training methods
Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business










Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187
Please click below link to view our public training schedule

  e-brochure-downloadBrochure EN

  Brochure VN


Perceived by Participants
  • Mr. Tran Van Son

    Solution Consulting; Project Manager at Cadena Vietnam Co. Ltd. The business analysis training course in practice helped me learned the way to elicit the requirement effective, mission of a business analyst professional, the value of this guy promote the customer satisfaction. It also helped me know how to develop optimal solutions suitable context of each customer, how to communicate with relevant stakeholders to get their commitment and carry out more values to customer. Thanks for professional service, Apex Global teams and trainer

  • Mr. Phuoc Nguyen

    Technical Manager at Hoang Vi Corp. After training course completed, I realized that the majority of small and medium businesses in Vietnam was not applied ITIL or did not understood about the concept of service. The guideline from training course help make it be sorted, be arranged place and right area. And when need, we just lost a little time to found it. Still 3 short days but helped us "professional" in mind, as well as how to communicate with other departments in the company to make the service better.

  • Mr. Nguyen Huynh Trung Kien

    BA Lead - Senior Consultant - TMA Solutions

    Before participating in the training, I do not quite understand ITIL, ITSM. When completed the training course I just only understand 20%. However 20% of this would be a prerequisite for the other knowledges. Three days involved to learn so rewarding.

  • Certified Partners International