Inhalt: Are you looking to start a career in IT? Or, are you an IT service desk professional wishing to explore opportunities for career advancement, but unsure of your next step? In either instance-whether you're jumping into a brand-new IT career or advancing your existing one-this course can provide you with a foundational mapping of the careers and certifications you might want to consider. Instructor Fancy Mills covers a variety of career paths at all levels, from service desk analyst to service desk manager. She also explores different certifications related to service desk roles, and discusses the future of the IT service desk. Umfang: 02:18:01.00
Inhalt: Put the "help" in help desk and the "support" in support specialist by implementing proven techniques that both resolve issues and increase customer satisfaction. In this course, join Fancy Mills as she shares how to take your IT service desk beyond identifying and resolving problems, to also building rapport with customers by alleviating their frustrations. She discusses how to update your operations to include the customer service skills needed for today's customer. First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications-acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied. Umfang: 01:51:48.00
Inhalt: No service desk runs efficiently without proper oversight. Service desk managers are key to effective tech support teams-and industry-proven methodologies and tools are key to a manager's success. This course covers the processes and tools new IT managers need to manage service desk staff and make service desk-related system decisions for the company. First, get familiar with different service desk staffing models and processes. Learn about the telephony systems and software-including social media management tools-that a service desk requires. Find out how to develop a system to ensure quality and define metrics to measure success. Plus, learn how to build important relationships with customers, within the team, and with other IT groups at your company. Instructor Fancy Mills has been helping technical support teams manage staffing and standard operating procedures for over 20 years. Let her help you develop the skills to manage your service desk and increase customer satisfaction. Umfang: 02:38:21.00
Inhalt: As technology continues to evolve, businesses are presented with both challenges and opportunities. Organizations now have access to all manner of innovative new tools; however, they also need to grapple with their customer''s rapidly changing needs. As a leader working at a help desk, support center, or service desk, you must ensure that your service management practices keep up with the times. In this course, instructor Fancy Mills-Knebel details how to implement the latest service management best practices and processes to ensure that your IT services remain customer-focused and process-driven. Learn how to best approach incident management, problem management, and change management, as well as how to assess and improve your current program. Umfang: 01:24:19.00
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