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Helpdesk Service Skills Training



It takes more than technical ability to work a successful technical helpdesk. Help desk, Service desk staff and field service engineers also need excellent organisational and communication skills, and the ability to keep a cool head under pressure.


Using real-life examples and scenarios, Helpdesk Service Skills for Technical Staff offers tried-and-tested techniques for closing tickets in an appropriate, timely manner. This is a course that will help any helpdesk team member become an even greater asset to an organisation.


Who Should Attend?

• New service desk staff and field service engineers looking for a solid foundation of helpdesk skills.

• Experienced service desk staff and field service engineers looking for new skills to improve their efficiency.

• Helpdesk managers seeking greater efficiency for their team.


Learning Outcomes

• Use step-by-step methods to prioritise jobs, for the overall benefit of the organisation.
• Increase efficiency and problem-solving by communicating with Users in a language they understand.
• Turn anxious Users into allies by keeping them informed through every step of a fix.
• Learn coping strategies for busy or stressful situations, to increase efficiency and help meet targets.




Course Topics

Scheduled Course topics are coloured black. In-house Training is tailored to your needs so you can choose any of the topics listed below plus you can combine topics from any of our courses to create the perfect learning solution.


Achieving Consistency in Service Delivery - These fundamental techniques will help staff achieve a consistent standard of service and raise personal awareness of their role.

  • Service Principles
  • Defining Service Levels
  • What Signals Are You Sending To Users? (In-house training only)
  • Personal Impact / Accountability for Actions (In-house training only)
  • Behaviours and Attitudes Users Distrust (In-house training only)


Managing User Expectations - Sometimes users need to be made aware of what is and isn’t possible. Make sure you keep them on side by delivering the news in a positive and proactive manner.

  • Saying ‘No’ Proactively & Delivering Bad News
  • Giving Feedback Diplomatically (Third Party Context™)
  • Acknowledging the Significance from the Users Perspective (In-house training only)
  • Keeping Users Working (In-house training only)


Organisation Skills - In a busy technical helpdesk environment, getting and staying organised is key to coping with a heavy workload.

  • Prioritising Technical Duties
  • Managing Easy Fixes
  • Coping with Continual Interruptions


User Focused Communication Skills - Technical helpdesk staff deal with stressed and even irate people on a day-to-day basis. Here’s the communication and emotional skills that can help pave the way for successful interactions.

  • Communicating with Non Technical People
  • Dealing with Users’ Impatience and Your Own Impatience
  • Keeping Users Informed
  • Dealing with Unreasonable Requests
  • Educating Users Tactfully
  • Managing Your Own Expectations (In-house training only)


Special Circumstances - To deliver exceptional service, technical helpdesk staff need to adapt to any and every circumstance.

  • Supporting Executive Users (In-house training only)
  • Supporting Special Events (In-house training only)


Exclusive Training for Field Service Engineers - When a field engineer visits a client, it’s crucial he or she properly represents the team by maintaining the highest standards – regardless of pressure or deadlines.

  • On-Site Etiquette for Field Visits (In-house training only)



Delivery Style

• Interactive practicals including group discussions, role-plays (in small groups), and case study examples.




Learning Formats


Option One: Tailored In-house Training (Suitable for Groups of Staff)


Our Approach: A comprehensive seven-step approach enables us to identify your requirements, and then carefully tailor course topics and post-training reinforcement support tools to suit your needs.

Length: Tailored to your needs – bite-sized 90-minute sessions; or half-day, full-day, or two-day courses.

Locations/Availability: Delivered at your premises, or a venue of your choice in the UK or anywhere in the world (where appropriate). Training is available seven days a week, and there is no additional charge for weekend training.

Group Size: Flexible.


Discuss your requirements with one of our experts. Call 0800 121 4660 / 0208 445 9625, or complete an enquiry form.



Option Two: Scheduled Courses (Suitable for Individuals and Small Groups)


Our Approach: Learners and their line manager (where appropriate) complete questionnaires prior to the course, to establish key development areas. Learners complete personal action plans throughout the course to support the post-course reinforcement of new skills.

Length: 1 day (9.30am – 4.30pm).

Locations / Availability: Regular courses in London (dates listed below).

Group Size: Average of just six Learners per course (maximum of eight), led by experienced Trainers in a friendly learning environment. Because of the low numbers, plenty of personal attention is given to each Learner.

Refreshments: Lunch and refreshments are provided.

Awards: Certificate of Training presented on completion and course manual included.


London Training Centre: 20 Mercer Street, Covent Garden, London WC2H 9HD.

Course Date Price Status Book Course
2019 Dates      
June 27th £345+vat Available Book Online
October 16th £345+vat Available

Book Online

Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.


Special Offers: Multiple bookings discounts are available and we also offer discounts for Charities and Social Enterprises.




Clients Include


Call 0800 121 4660
Enquiry form Click here

“The course content and delivery style was very relaxed and information packed. I identified a lot of skills applicable on a daily basis, which I believe will make a big difference going forward”.

1st Line Support Analyst
Core Technology Systems


“Very good course. The Trainer excellent. Plenty of time for quality exercises and discussions”.

IT Support Technician
DataCore Software


“The course was informative and made me realise what I can improve to help clients with their problems”.

Helpdesk Coordinator
MITIE Technical Facilities Management


“I have been in Customer services for 28 years and never received such interesting and beneficial training like this before. I found the course very enjoyable and informative”.

Helpdesk Advisor
Bron Afon Community Housing


"I found the course to be extremely interesting and feel that I have gained so much from it. The Trainer was excellent, they were very knowledgeable, and also made the course fun and interactive”.

IT Support Technician


“The helpdesk training was very useful. We have all learnt something new”.

Helpdesk Support Officer


“I found the helpdesk training very useful and intend to put what I have learnt in to practice immediately. The trainer was very friendly, professional and kept my interest levels high throughout the day”.

Helpdesk Support
Satellite Information Services


“Interesting course. The Trainer got everyone involved and working as a group to improve communication, approach and mannerisms. I would recommend this helpdesk training course”.

Data Centre Manager
Internet Facilitators Limited


“I have learned how to conduct calls politely and leave a positive impression. I have also learned how to be more reassuring to customers. I would recommend this course to a colleague”.

Helpdesk Operator



“Very engaging and informative. gave a different insight into Customer Service which was very beneficial”.

Service Desk Analyst



“Really impressed by the fluency and the easy-understanding of the course guidelines. The Trainer was competent and friendly, while showing us a really important point of view of the Service Quality, and also teaching us how to improve our skills to keep growing in the professional working environment”.

Service Desk Engineer

Littlefish IT Support


“The course was very good and well presented. It covered all areas needed for my job role and I have learned better ways to handle phone calls and face to face customers. I found the call structures most beneficial. The trainer was very good, she had great communication and presentation”.

Helpdesk Support

Balfour Beatty


“I thought the course was excellent, I will always try to reassure a customer even when I can’t help them. I thought the training was very interactive, the trainer had a very good teaching style and was very demonstrative”.

IT Helpdesk Support

Greenwich PCT


HelpDesk Training