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Helpdesk Module | 3 May 2018

The PFME Helpdesk Module training course is designed to enable delegates to record requests, and effectively signposting them for an appropriate resolution, thus managing a call throughout its lifecycle. All prices shown are subject to VAT.

Cost: £295

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Aims

By the end of the course delegates will have a full understanding of the Helpdesk Module to enable the effective and comprehensive management of Calls.

Content

The course will cover the following areas of content:

  • Planet Overview
  • Module Overview
  • Supporting Modules
  • Supporting Information
  • Introduction to Calls and their Lifecycle
  • Call Data & Tools
  • Data Structure & Views
  • Call Categories & SLAs
  • Selecting & Changing Locations
  • Selecting & Changing Contracts
  • Creating Calls
  • Signposting Calls
  • Managing Calls
  • Searching for Calls
  • SLA Management, Use & Monitoring
  • Standard Texts, Checklists & Questionnaires
  • Call Escalation
  • Callers Register
  • Recording & Managing Solutions
  • Call Progress & Audit

Delegate Profile

This course is designed for a maximum of 6 delegates who are:

  • Needing to Log Calls
  • Needing to Manage Calls
  • Needing to Manage a Helpdesk Function

Price

**Price £295 Per Person**

Book a place

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