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IT Helpdesk Excellence

Soft skills that compliment technical support teams

A broad and flexible IT support service

A bad helpdesk exchange can be frustrating for everyone involved, individuals and businesses alike. Your Impact specialises in bringing ‘soft skills’ into the IT arena, and making the helpdesk experience as positive and productive as possible.

Our 2-day workshop has six key aims:

  • Improve customer satisfaction levels
  • Improve the experience of customers and engineers
  • Help engineers manage their customers’ expectations
  • Help engineers manage their workload in a reactive environment
  • Develop techniques for gathering information
  • Enhance the helpdesk’s reputation

Your helpdesk team will already have the right technical knowhow, and will want to do a good job. Our advice and guidance will provide engineers with those extra skills for managing day-to-day difficulties and breakdowns in communication – those things which make all the difference.

Designed for IT engineers and helpdesk teams

Course Delivery Methods

Our location

Your location


Delegates will learn how to:

Understand the helpdesk experience from a customer’s point of view
Prepare effectively for a customer’s call
Plan, make and follow-up customer-service calls
Communicate with customers in a clear, calm and confident manner
Handle difficult situations and manage customer reactions constructively

Even if a problem is not resolved, a customer can still be happy.
Happy with how he was handled and happy to give good feedback.

Programme modules

More . . .
  • Introductions and personal objectives
  • Self and Time Management in a reactive role
  • Understanding the drivers of customer satisfaction
  • Pre Call Preparation – Why is it worth doing
  • Checklist of things to consider before making/answering the call
  • First point of customer contact
  • Personal style/approach
  • Ending the call
  • Giving information to the customer and getting what you need from them
  • Giving customers information/instructions
  • Questioning techniques
  • Getting commitment from the customer throughout a call
  • Handling difficult situations
  • Avoiding some common problem areas
  • Action planning
  • Summary and close
This workshop shares with you the tips, tricks, and techniques that are vital to a successful helpdesk. It provides you with skills, guidance and know how to have a happy customer.
This workshop provides structure. Structure to the first customer interaction, to the call quality and to the information needed to solve the problem efficiently.
One vital missing piece of information can make the problem unsolvable. This leads to unnecessary escalation, increased costs and poor customer relationships.

All courses can be tailored for your particular situation and organisation

Would you like to learn more about our IT Helpdesk Excellence Workshop, or any other service that your business can benefit from?
Get in touch for a free consultation.
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