Customer Service Skills for Technical Support / Service Desk

Hamilton Mercer


£414 inc VAT
Study method
1 Day, Full-time
6 CPD points / hours

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Location & dates

20 Mercer Street
Covent Garden


It takes more than technical know-how to work successfully on a helpdesk. Being organised, a strong communicator and having the ability to keep calm under pressure are all essential.

If you work on a helpdesk, or if you’re pursuing helpdesk roles, this course will help you to develop the skills you’ll need to become a vital asset to your organisation.


By attending this course you will learn the following skills:

  • How to prioritise multiple tasks
  • How to use step-by-step methods to prioritise tasks for the overall benefit of the organisation
  • How to increase efficiency in problem-solving
  • How to turn anxious users into allies by keeping them informed of every step of a solution
  • How to cope with stressful situations
  • How to cope with user impatience
  • How to communicate with non-technical people and educate people tactfully

Key points about Hamilton Mercer’s scheduled courses:

  • Attendance on this course is limited to a maximum of eight learners, so you can be sure of receiving personal attention and opportunities to work one-to-one with the trainer
  • Attendees complete a Pre-Course Questionnaire prior to attending the course, so we can identify your unique learning needs and provide you with a highly personalised experience
  • You will receive a Personal Development Plan to complete during the course to map your progress and help embed your new skills
  • You will be awarded a certificate of training on the day of training course

Who is this course for?

  • New service desk and helpdesk employees
  • Experienced service desk and helpdesk employees seeking to enhance their skills
  • Helpdesk managers, team leaders or supervisors who want to be able to teach their team members about best practice
  • People seeking new opportunities in service desk or helpdesk-related roles


To gain maximum benefit from this course you will be asked to complete and return to us a Pre-Course Questionnaire. This will allow us to find out more about you, such as your learning needs and preferences. This will help us to deliver a more personalised learning experience for you.

Career path

The knowledge you will gain on this course will help you to:

  • Succeed in service desk/helpdesk roles
  • Assume a greater level of responsibility within these roles
  • Stand out from the competition when applying for a new job or internal promotion

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