IT HELPDESK PROFESSIONAL

SKILLS COURSE

HELPDESK

K Nng Helpdesk Chuyn Nghip

CHUYN VIN HELPDESK

BOOST YOUR IT CAREER SUCCESS!

HC VIN INFOCHIEF
CNG TY GIO DC & DCH V CNTT TINH NGH
a ch: Lu 4 Ta nh Sogetraco, S 30 ng Vn Ng, P.10, Q.Ph Nhun, Tp. HCM
Website: www.infochief.com.vn - Email: infochief@infochief.com.vn Tel: (08) 22 467 086

KHA HUN LUYN K NNG

H TR DCH V IT (HELPDESK SKILLS)
I TNG HC VIN
i. B phn Helpdesk/ ServiceDesk
ii. B phn IT
iii. B phn h tr k thut
iv. B phn h tr khch hng
v. Call center
vi. B phn Customer Service

MC TIU O TO

Nhng k nng cn thit h tr khch hng v ni b hiu

qu theo tiu chun best practice ca hc vin SDI

Hiu bit y v quy trnh ct li trong Qun tr dch v IT v

vai tr ca HelpDesk

Pht trin k thut x l nhng tnh hung thng gp nhm gii

quyt vn cho khch hng v ni b nhanh nht

Hiu c thng s k thut trong Service Desk, tha thun dch

v, kho st phn hi t pha khch hng, cng ngh v cng c
phn tch phin bn mi nht

BAN GING VIN

Ban ging vin ca hc vin gm cc G trung tm thng tin, hay
Gim c IT (CIO trong cc tp on trong v ngoi nc) l
nhng ngi giu kinh nghim thc tin v c ci tm trong o
to k nng qun l IT.

TI LIU
B gio trnh chun ca hc vin
THI LNG HC: 8 bui
KHAI GING: u mi thng
HC PH: Xin lin h (08) 22 467 086 / Hotline 0937 277 266

PREPARE NOW TO BE
AN IT SERVICE MANAGER OF FUTURE !

NI DUNG CHNG TRNH K NNG HELPDESK CHUYN NGHIP

Module 1. Tng quan dch v h tr
ca IT
- Cc m hnh IT h tr User
- Dch v IT trong doanh nghip
- Thit k v cung cp dch v
- Danh mc dch v IT
- Cam kt cung cp v h tr dch v
gia User v IT
- Quy trnh h tr User
Module 2. Vai tr ca IT Helpdesk
- Vai tr Helpdesk trong t chc IT
- Cc thnh phn chnh ca Helpdesk
- Nhng k nng cn c ca Helpdesk
- Xu hng ca Helpdesk
- Thi Can do ca Helpdesk
- Thu hiu nhu cu ca User
- Qun l mc hi lng ca User sau h
tr
Module 3. Xy dng nhm Helpdesk
- c tnh ca mt nhm thnh cng
- Cc giai on pht trin nhm helpdek
- Hot ng phi hp lm vic nhm
- Cch ng gp mc tiu nhm
- Cc nguyn tc lm vic nhm
- Qun l v gii quyt xung t nhm
- Thc hnh lm vic nhm BrainStorming
Module 4. K nng h tr User bng
in thoi
- Tm quan trng h tr qua in thoi
- Cch dng t ng thch hp
- Cc mc giao tip
- Giao tip v h tr qua in thoi
- 5 Giai on thoi m chuyn nghip
- K nng in thoi chuyn nghip
- Thc hnh k nng in thoi

Module 5. Pht trin k nng lng

nghe v truyn t
- Tm quan trng ca lng nghe trong
h tr User
- Nhng ro cn nh hng n lng
nghe
- Lng nghe hiu qu
- Lng nghe khuyn khch
- Cc hnh thc giao tip
- Giao tip bng li ni v c ch
Module 6. K nng lm vic vi User
kh tnh
- Tm hiu hnh vi ca User
- Cha kha hp tc: Lng nghe v cm
thng
- t cu hi v gii quyt vn
- Cc tnh hung thc t thng gp
- Kim sot bn thn
- Gi bnh tnh khi b p lc
Module 7. K nng gii quyt cc s
c IT thng gp
- Phn bit cc vn h tr IT thng
gp
- Quy trnh tip nhn vn IT
- Cc phng php gii quyt vn
- Quy trnh gii quyt vn
- K thut phn tch RCA
- Cc k thut xc nh v tm gii php
- Cc mu bo co vn IT
Module 8. K nng vit ti liu h
tr k thut
- Cc cng c h tr Helpdesk
- Xy dng c s tri thc
- Vit ti liu hng dn h tr
- Ci thin k nng vit ca bn
- Vit Email h tr User

INFOCHIEF
WHERE COACH IT HELPDESK SUCCESS !

LI CH KHI CHN INFOCHIEF L I TC O TO

Tt c gii php o to ca chng ti thit k nhm phc v v p ng
yu cu ca khch hng.

thit k c th cho tng khch hng ring bit.

o to c s tham gia h tr ca t vn tnh hung thc t.
Chng ti cung cp cc v d t vn minh ha nh: Cc biu mu, quy
trnh, cc cng c thch hp vi nhu cu ca khch hng.
Chng ti cng tin hnh nghin cu cc m hnh IT thc t ti doanh
nghip a phng, khu vc v ton cu, phn tch nhng thch thc
cn thay i v hc hi nhng m hnh IT thc hnh tt nht cho t
chc, doanh nghip.
Trong chng trnh hun luyn chng ti kch thch s nhit tnh tham
gia trao i v truyn cm hng, phn nh thc t chnh xc v mc tiu,
vn ha v mi trng iu hnh ca doanh nghip.
Chng ti nghin cu v pht trin cc ng dng, gii php cho tnh
hung thc t ca bn nhm mang li nhng li ch thit thc nht m
c th gii quyt ngay tnh hung .

WWW.INFOCHIEF.COM.VN

Tt c bui hi tho, tho lun c h tr ti liu cht l ng cao, c