Building and Leading an Effective Helpdesk Team

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Building and Leading an Effective Helpdesk Team

Perpetual Solutions
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Description

Course Description:

An interactive two day course, delivering the practical techniques to help you lead a productive, efficient and focused team.

By the end of this course you will be able to:

Improve communication within your helpdesk team for greater efficiency
Understand team members needs and reservations through use of counselling
Motivate staff to achieve higher productivity using tried and tested techniques
Empower your support team to aim for first time problem resolution
Build a culture of openness and trust amongst your staff using teambuilding techniques
Manage contentious issues more adeptly to encourage communication with end users

This course includes the following modules:

What do you …

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Frequently asked questions

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Course Description:

An interactive two day course, delivering the practical techniques to help you lead a productive, efficient and focused team.

By the end of this course you will be able to:

Improve communication within your helpdesk team for greater efficiency
Understand team members needs and reservations through use of counselling
Motivate staff to achieve higher productivity using tried and tested techniques
Empower your support team to aim for first time problem resolution
Build a culture of openness and trust amongst your staff using teambuilding techniques
Manage contentious issues more adeptly to encourage communication with end users

This course includes the following modules:

What do you need to know about team dynamics?

  • Why are teams formed?
  • Understanding attitudes within groups
  • Exercise 1: Indicators of effective and ineffective teams
  • Discovering the realities of differing team styles
  • formal versus informal
  • evaluating job functions and rank within a team
  • Exploring the different types of IT team
  • project teams
  • permanent teams
  • self-managed teams
  • Exercise 2: Team analysis questionnaire

The characteristics of a successful support team and how to achieve themExploring the benefits of:

  • Clear communication
  • Exercise 3: Exploring how people work together
  • Planned objectives
  • Good leadership skills
  • Empowerment and motivation
  • Exercise 4: Stages of team development
  • Conflict resolution
  • Trust and openness

Group session

  • Handling teambuilding behaviours

Practical steps for improving your IT service team

  • Defining the responsibilities and contribution of each team member
  • Identifying and addressing areas of weakness within the team
  • Building flexibility and adaptability into your team
  • Encouraging strong team spirit within the company ethos
  • Maximising the contribution of part time team members and teams
  • Successfully managing teams working on short-term special projects

Essential tips for facilitating sound communication skills

  • Establishing the best channels of communication as a team leader
  • how does your team want you to communicate with them?
  • what information should you divulge - how open should you be?
  • How can you achieve successful and productive communication with your manager?

Group session

  • Teambuilding values - examining prejudices in teams

Successful methods for motivating your team and improving helpdesk performance

  • Defining a team objective so that you have a definite focus
  • Incentivising your team to encourage friendly competition:
  • cash incentives; non-financial motivators
  • motivational and developmental feedback
  • Techniques for retaining valued support staff
  • Exercise 1: Motivation reward systems

How do you empower your team members for competent self-management?

  • What does empowerment mean?
  • Evaluating the benefits empowerment can bring to the team
  • increasing responsibility of team members
  • improving job satisfaction and buy-in to the team objective
  • freeing up your time to complete necessary tasks
  • Exercise 2: Self discovery questionnaire
  • Developing the learning process and ensuring everyone knows their level of responsibility

Group session

  • Analysing results of self questionnaire

Effective people management methods for team leaders

  • Exercise 3: Self-discovery for counselling needs
  • Recognising individual needs
  • 3 indicators of situation changes in team members
  • antecedent - previous issue
  • behavioural change
  • performance change
  • Building a counselling interview structure
  • 7 stages to successful interviewing
  • preparation for interview
  • building rapport
  • enquiring techniques
  • discovering possible solutions
  • agreeing the way ahead
  • reviewing situation
  • enforce - both parties keep to agreement

Role Play

  • Analysing counselling style
  • negative: critical based feedback
  • positive: behaviour based feedback
  • Solution orientated counselling styles
  • Exercise 4: Behaviour based feedback

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