Course Content:
IT Service Desk – Tech Support Skills Training
At Consulting Services International, we recognize that Service Desk and Technical Support professionals are the front line of IT operations—serving as the primary point of contact and the ‘face’ of the IT department. Their role is critical, and delivering exceptional customer service with every interaction is essential.
Our specialized training program is designed for Service Desk and IT Technical Support teams who must balance technical expertise with outstanding customer care. The course focuses on developing key soft skills, effective communication techniques, and practical strategies for resolving technical issues while fostering positive customer relationships.
This immersive two-day workshop uses interactive, experience-based learning methods. Through case studies, simulations, and engaging activities, participants gain real-world insights into IT Service Management and enhance their ability to deliver high-quality support in any scenario.
Principles of Service Management
Need for a Service Desk
Incident Management
Cyber Security Incident Management
Administration tasks
Essential Communication Skills
Customer Service Attitude
Problem-solving skills
Root cause analysis
Stress and anger management
Continuous improvement
Consulting Services International customizes its training programs to address your organization's unique challenges, while incorporating industry-leading best practices such as ITIL® standards.