Helpdesk

• Engels
• MBO
• Studiejaar 2

Helpdesk

Giving instructions over the phone

Helpdesk - Step 1, 2,3

1. Answering the phone in a polite way.

Hello, IT helpdesk. This is ....... speaking. How may I help you?

2. Check for understanding by summarising the problem.

3. Ask the right questions to get to the bottom of the problem. (= troubleshooting)

Step 3: Troubleshooting

• Is anyone else experiencing this issue?
  
• Have you had this problem before? If so, when?
  
• Has anything changed since this issue started?
  
• Do you experience this issue on another computer\device\network?
  
• What impact does this issue have on you, or your team, or department?

Helpdesk - Step 4, 5, 6, 7

4. Explain what the problem is.

5. Offer a solution. The description should be understandable for the user.

6. Ask whether the caller has other questions and  if necessary invite them for a follow-up.

7. End the conversation in a polite way.

Troubleshooting

Problem 1

1. You've just returned from a week's holiday and you can't log into your computer at work.

Work in pairs.

Customer: Call the IT Helpdesk and explain your problem.

IT Helpdesk employee: Make notes of the conversation, write down personal information and try to solve the problem.

Problem 2

1. You want to send some pictures to a colleague of yours but your e-mail will not send.

Work in pairs.

Customer: Call the IT Helpdesk and explain your problem.

IT Helpdesk employee: Make notes of the conversation, write down personal information and try to solve the problem.

Problem 3

You want to change the language of your computer/laptop but you don't know how to do that. 

Work in pairs.

Customer: Call the IT Helpdesk and explain your problem.

IT Helpdesk employee: Make notes of the conversation, write down personal information and try to solve the problem.

Problem 4

The icons on your desktop are too small, but you don't know how to change their size.

Work in pairs.

Customer: Call the IT Helpdesk and explain your problem.

IT Helpdesk employee: Make notes of the conversation, write down personal information and try to solve the problem.