Helpdesk

Helpdesk
Giving instructions over the phone
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Slide 1: Tekstslide
EngelsMBOStudiejaar 2

In deze les zitten 10 slides, met tekstslides en 1 video.

time-iconLesduur is: 60 min

Onderdelen in deze les

Helpdesk
Giving instructions over the phone

Slide 1 - Tekstslide

Slide 2 - Video

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)

Slide 3 - Tekstslide

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?

Slide 4 - Tekstslide

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.

Slide 5 - Tekstslide

Troubleshooting

Slide 6 - Tekstslide

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.


Slide 7 - Tekstslide

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.

Slide 8 - Tekstslide

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.

Slide 9 - Tekstslide

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.

Slide 10 - Tekstslide