This course is part of the following Program(s): Information Technology Support
Today's successful help desk professional can no longer rely on superior technical skills alone; he/she must also master the softer side of people and self-management skills. This course covers all the key concepts, practical principles and real skills required of a well-rounded help desk pro, including effective listening and communication, winning telephone manners, technical writing, handling difficult customer situations, solving and preventing problems, teams and team players, and minimizing stress and avoiding burnout. |