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Hamilton Mercer

NHS HelpDesk Training


NHS Helpdesk Training Overview

Helpdesk staff working within the NHS might be experts at dealing with technical issues, but are they giving exceptional customer service and communicating in a professional manner towards your users?


Bespoke NHS helpdesk training will ensure your staff consistently give exceptional customer service and exceed the expectations of internal & external customers. Providing both technical support and exceptional customer service can be a challenging task, especially when users technical ability and attitudes can differ on every call. Finding the right balance improves customer relationships and gives greater job satisfaction.


Who Should Attend?

NHS HelpDesk, IT and Technical Support Staff communicating with internal & external customers.




Course Topics - Tailored to the needs of your staff


Introduction to Helpdesk Training

  • Overview of course topics and personal objectives
  • The value of internal and external users to your organisation and the cost of losing them
  • Why helpdesk support often falls short and the challenges of communicating by telephone
  • The importance of a professional telephone manner

Preparation & Attitude

  • How to focus your mindset before speaking with callers
  • Maintaining a customer focused attitude whilst delivering technical support
  • The impact of negative and positive attitudes over the telephone
  • Using the telephone to communicate a positive company ethos
  • Speaking to internal helpdesk staff (co-workers) with a professional telephone manner

Core Customer Service Skills

  • Active listening skills and effective questioning techniques
  • Establishing the needs of customers and leading scenarios forward
  • Maintaining consistency and keeping the users needs a top priority
  • Handling non-technical users and managing their expectations
  • Presenting the reasons for having to escalate technical issues to another department

Going the Extra Mile

  • What makes customer service exceptional?
  • Building rapport, Matching & Mirroring skills
  • Proactive approach and providing alternatives where necessary
  • Follow-ups and keeping promises
  • Achieving the most from every scenario

Telephone Technique

  • Structuring calls
  • Confident telephone voice, expressive tone and professional language
  • Positive and negative phrases
  • Overcoming language barriers and confirming information correctly
  • Placing callers on hold correctly
  • Taking professional messages
  • Closing calls and summarising the outcome

Improving Customer Satisfaction & Retention

  • Techniques to gain feedback from customers
  • Evaluating customer feedback to establish areas for service improvements

Handling Difficult Situations

  • Understanding why people can be challenging
  • Keeping calm under pressure
  • How to avoid becoming stressed
  • Taking control and leading situations forward
  • Showing genuine interest and empathy
  • Delivering bad news to customers
  • Techniques to avoid issues from escalating

Assertiveness Techniques

  • The difference between confidence, assertiveness and aggression
  • Handle challenging people assertively
  • Say "No" assertively and give alternatives
  • How to get your point across but still respecting others
  • “Fogging” techniques to stay focused under pressure


Training Delivery

Course content is tailored to the needs of each person. Group practicals, case studies and discussions are used to ensure maximum participation from every delegate.


Download PDF Version of Course >


Training Format Available


Bespoke In-house Training (Suitable for Training Groups of Staff)


  • Training can be delivered at your premises or a venue of your choice throughout the UK.
  • Course content and length is tailored to suit the needs of your staff
  • We design tailored group practical's to recreate 'real life' scenarios faced by your staff.
  • Bespoke Course Manual and Hamilton Mercer Certificate Awarded.

Please contact us to discuss your training brief - Click Here >




Clients Include


NHS Clients - Click here >


Clients & Testimonials - Click here >




NHS Helpdesk Training Workshops UK

NHS Helpdesk Training
Call 0800 121 4660
Enquiry form Click here

“The trainer was very knowledgeable and the helpdesk course exercises were excellent. I would recommend this course.”

Operations Manager
Birmingham East North PCT


“The trainer performed extremely well and kept me interested throughout the day. I have learnt how to achieve customer satisfaction and handle difficult situations professionally.”

Helpdesk Support Agent
University Hospitals of Leicester NHS Trust


The helpdesk course was excellent, learnt alot with the role play situations and how to handle and defuse irate customers, I learnt about myself also my strengths & weaknesses as a provider of a service. The trainer was excellent, very explanatory and helpful.

IT Support Agent

Greenwich PCT


NHS Helpdesk Training Courses