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Exceptional Service Skills for Technical People / Support - One Day Course

Hamilton Mercer


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£375 inc VAT (was £450)
Offer ends 16 January 2024
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Special Offer -15% Off Classroom Training - Was 347+Vat NOW 295+Vat

or 20% Off when booking 3 or...

Study method
1 day, Full-time
No formal qualification
  • Certificate of completion - Free

2 students enquired about this course

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Location & dates

20 Mercer Street
Covent Garden
United Kingdom


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 cou

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

Questions and answers


Certificate of completion

Digital certificate - Included


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What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.