Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
The program introduces Help Desk Professionals to the essential and fundamental soft skills elements associated with superior call and service management in a technology environment.
The Certified Help Desk Professional workshop consists of modules that teach participants vital skills such as essential communication, call management, analytical problem solving, call courtesy, call accuracy, professional customer service & contact center knowledge to help them perform better. Skills and knowledge necessary for him/her to better adapt to the Help Desk environment.
Module 1: Introduction to Today’s World Class Help Desk
Module 2: Help Desk Professionals Competency
Module 3: Communication
Module 4: The Inbound Telephone Call Structure
Module 5: Managing Difficult Customers
Module 6: Contact Center Tools and Technology
Module 7: Managing Self for High Performance
Help Desk Team Leaders and Help Desk Agents who want to strengthen their technical support delivery, communication skills and service effectiveness.
This course can be conducted Physically and Online.
Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.
Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.
Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.
Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)
Content
100% customizable modules to match your organisation’s exact training needs
Methodology
Delivered in your preferred format, be it physical, online or a blended approach
No worries, just click on the WhatsApp icon to chat with us immediately or email us at aria@atcen.com