ICT Help Desk Agent
22 eLearning modules · CPD Certified · SCORM
This comprehensive course equips individuals to excel as ICT help desk agents, providing vital technical assistance to computer users. You will master effective communication techniques, including professional call handling, active listening, and transforming customer complaints into loyalty. The programme develops strong problem-solving skills, enabling you to identify and resolve computer hardware and software issues, investigate recurring problems, and understand when to escalate complex cases. Crucially, you will learn to manage information securely and uphold data confidentiality, ensuring sensitive client data is protected. By mastering these skills, you will deliver outstanding customer service, provide comprehensive follow-up, and efficiently support users via telephone or electronically.
Questions about our courses? Ask our assistant, for example “What is the difference between Adult Care Worker and Adult Care Worker UK?”
What this lesson contains
Transforming Disgruntled Customers - Effective Complaint Handling for Loyalty
Provide Customer Follow-up Services (Newsagents)
Answer Incoming CallsPreview not available
Characteristics of ServicesPreview not available
Excelling in Customer ServicePreview not available
Problem Solving in BusinessPreview not available
Customer Service FundamentalsPreview not available
Customer Service in Digital SupportPreview not available
Data Confidentiality for Call Centre AgentsPreview not available
Handle Helpdesk ProblemsPreview not available
Perform Escalation ProcedurePreview not available
ICT InfrastructurePreview not available
ICT System User RequirementsPreview not available
Managing Information SecurelyPreview not available
Keeping Task RecordsPreview not available
Managing Task Schedules in Technical SalesPreview not available
Prioritise RequestsPreview not available
Assist CustomersPreview not available
Providing ICT SupportPreview not available
IT Help Desk Mastery for Technical SpecialistsPreview not available
Use Customer Relationship Management SoftwarePreview not available
Use E-ServicesPreview not available