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Download Level 2 - K»¸ N‚NG H»– TR»¢ USER CHUYN NGHI»†P ( IT Helpdesk Professional Skills )

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HC VIN INFOCHIEF

K NNG H TR USER CHUYN NGHIP( IT Helpdesk Professional Skills )`

Gii thiu chng trnhB phn Helpdesk h tr dch v IT, l im kt ni duy nht t pha ngi dng (Users) vi b phn CNTT. Vic nh gi, o lng nhng thnh cng ca cc hot ng h tr ca b phn IT l: S tho mn, hi lng ca ngi s dng cc dch v CNTT. V vy, phc v ngi dng (khch hng) mt cch tt nht: Hiu c mong i ca khch hng; tng cng mc tho mn, hi lng v cht lng dch v IT, thi phc v, ci tin dch v.Chng ti xy dng ra kho o to k nng h tr dch v IT chuyn nghip dnh cho IT Helpdesk trong doanh nghip v cc nh cung cp dch v IT, da trn nhiu nm kinh nghim thc tin qun l Cng ngh thng tin (IT) ca IT Manager/ CIO cc tp on Ti Chnh, Sn Xut v Thng mi a quc gia ti Vit Nam, M, Chu u, Nht Bn cng vi s kho cu ti liu o to danh ting khc ca cc i tc nc ngoi trong lnh vc qun l hot ng hng ngy IT. Mc tiu o to- Lm th no nh gi nhu cu kinh doanh ca khch hng v p ng nhng mong i ca khch hng- K nng t duy tch cc gii quyt s c mt cch nhanh chng - K nng lng nghe tch cc v chin lc truyn thng hiu qu- Lm th no xc nh v xoa du hnh vi khch hng kh tnh- Quy trnh ct li v thc hnh tt nht c s dng trong h tr dch v- Hiu c thng s k thut trong Help Desk, tha thun dch v, kho st phn hi t pha khch hng, cng ngh v cng c phn tch phin bn mi nht Hc xong hc vin lm c nhng g?1. Hiu r vai tr v trch nhim ca ngi h tr dch v IT.2. Hiu r quy trnh cung cp dch v IT trong t chc, cch thc cng nh k nng h tr cc mc dch v IT.3. Bit cch s dng cc cng c Helpdesk quan trng v ph hp h tr dch v khch hng. 4. Pht trin cc k nng ct li: Lng nghe, cch giao tip v lm vic vi khch hng qua in thoi.5. Bit cch x l cc tnh hung (Problem solving) lm vic h tr khch hng kh tnh.6. C k nng chuyn nghip trong vic thit k cc ti liu h tr cho ngi dng u cui/ khch hng ni b.7. C kh nng thit k nhm lm vic h tr v bit cc k nng lm vic tng tc vi nhm h tr hiu qu.8. Kim sot cc cng vic chu nhiu p lc hng ngy. i tng hc vin i. B phn Helpdesk/Service Deskii. B phn ITiii. B phn h tr k thutiv. B phn h tr khch hngv. Call center/ Contact centervi. B phn Customer Service Ni dung chng trnhModule 1: Dch v h tr IT HelpdeskModule 2: Vai tr v xu hng IT Helpdesk Module 3: Xy dng v t chc hot ng nhm HelpdeskModule 4: K nng h tr User bng in thoiModule 5: K nng lng nghe v giao tip vi khch hngModule 6: K nng lm vic vi khch hng kh tnhModule 7: K nng gii quyt vn v cc s c IT thng gp Module 8: K nng vit ti liu h tr k thut Helpdesk Ti liu hc B gio trnh chun ca hc vin (Ting Vit) Ti liu tham kho (Ting Anh): IT HelpDesk Toolkit (Forms, Checklists, Templates, Scorecards, Procedures, Flowchart, Guidance, Samples, Rules, Policies, Questionaire, Assessment, Comparision chart) Bi tp thc hnh mu Phng php ging dyChuyn gia s dng cc phng php o to sau y chuyn ti ni dung kha hc: i. Tho lun m (Open discussion)ii. Nghin cu tnh hung (Case study)iii. Hng dn thc hnh c th, chi tit da trn cc cng c biu mu v cng c qun l (IT Management toolkits)iv. Bi tp t nh gi (Self-assessment)v. Thuyt ging ngn ti thc t (Mini-lecture) S khc bit v phng php o to ti Infochief- Phng php ging dy Coaching da trn cc m hnh qun l thc t- o to thc hnh st nht vi chuyn mn ca tng v tr- 70% l thc hnh k nng thc t mi trng cng vic hng ngy- m bo chun u ra l hiu v lm c vic- u tin gii thiu nhn s cp cao cho mt s tp on i tc vi chng tiKt thc chng trnh: Hc vin phi hon thnh n cui kho hc, mc tiu nh gi kh nng ng dng ni dung hc vo mi trng thc t doanh nghipChng nhn tt nghip: S do hc vin INFOCHIEF cp, c gi tr trn ton qucMi thng tin xin lin h: INFOCHIEF ACADEMYa ch: Tng 9, Vietcomreal Building,68 Nguyn Hu, P.Bn Ngh, Qun 1, Tp.HCMTel. no. (08) 22 467 086 - (08) 22 194 047Hotline: 0907000277Email: info@infochief.com.vn