HEAT Help Desk Consultancy and Training Services

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HEAT^® Help Desk Product support is available on an annual or multi-year agreement. Product Support Includes: Telephone Technical Support E-mail Technical Support Full Provision of Product Version Upgrades Full Provision of Product Minor Updates *Consultancy and Training* Designed to ensure that each client gets the most from their Help Desk/Customer Service Centre, NetWorld UK's Training & Implementation services cover all aspects of the Help Desk project. These range from managing and carrying out the Help Desk/Customer Service Centre implementation, through a range of training courses to annual support and maintenance. NetWorld UK Helpdesk Services are offered as either daily services or packaged solutions dependent on the level of expertise and available resource within client organisations. *Consultancy Services* The NetWorld UK team of Consultants are available to work with clients in many areas of Help Desk and Customer Service Centre projects, focusing heavily in ensuring that the Help Desk or Service Centre operates as effectively as possible. Areas of consultancy include database conversion (bringing forward existing call information into a new system), advice on managing a Help Desk/Customer Service Centre and guidance on implementing the right system. *Total Solutions* NetWorld UK Solutions are integrated service packages designed to offer clients complete Help Desk and Customer Service Centre solutions. With a mix of implementation services and education training courses combined with favourable pricing, NetWorld UK Solutions enable clients to benefit from the experience and skill-set that NetWorld UK has built-up over many years of delivering Help Desk and Customer Service Centre's. __________________________ Below are some typical components of our Solution Services. Please click a link to view the details: Pre-Implementation Training I Managing Your Help Desk I Application User Training I I Application Administrator Training I Implementation Consultancy: I Project Management I Environmental Audit I I Process & Workflow Planning I I Installation & Customisation I Data Conversion & Exporting I I Post Implementation Review I __________________________ Managing Your Help Desk :; Overview: This course is designed for Managers and Supervisors who have some responsibility for the Help Desk and is also suitable for team leaders or Senior Help Desk Operators. At the end of the course each delegate will have: Considered what standards and procedures are essential to the Help Desk Examined various managerial and supervisory skills required to run an effective Help Desk Developed procedures for dealing with colleagues, customers, suppliers and maintainers The skills to draw up development plans for themselves, their staff and their helpdesk __________________________ Top Help Desk User Training :; Overview: This course is designed to meet the needs of both Support Management and Staff who use the Company Helpdesk on a day-to-day basis and thus require an in-depth knowledge of the Help Desk module. The course will detail all aspects of the Help Desk module. Additional tutoring on other elected modules also given. Upon completion of the course delegates will have a good working knowledge of your selected Helpdesk Software. Topics covered include: Overview of Screens Working with Views Setting up Company Details Setting up Contact Details Call Logging Call Tracking Assigning and Actioning Calls Internally Record Linking Processes Inventory Management Using the KnowledgeBase to Resolve Calls Adding information to the KnowledgeBase Overview of Quick Tasks Creating and Editing Filters Using e-mail for Notifications and Call Logging Reporting and Printing __________________________ Top Help Desk Administrator Training :: Overview This course is designed with the Help Desk administrator in mind and covers all areas of the Helpdesk Software necessary to tailor the system to your Help Desk structure and workflow processes. Upon completion of the course delegates will be able to determine security set-up, generate teams and users, customise the look of each team members working environment and will become familiar with the Agent Modules. Topics covered include: Installation Procedure The Helpdesk Software Configuration File Defining Additional Databases and Making the necessary changes within the Configuration File Using the Call Logging Module Using the Quick Start Customisation Module Using the Ticket Generator Module Using the Alerts Using the Database Manager Module Using the Answer Reporting Wizard Module Using the Administrator Module __________________________ Top *Project Management* manage the project from order received to client sign-off review and define timescales, produce a plan signed off by the client analyse/define/confirm actual project/client/user requirements co-ordinate the Sunrise resources required to deliver the system provide a single point of contact for client communication liaise with and update the client on a regular basis review the education program for users and administrators schedule data conversion services from existing systems define and communicate the client’s project responsibilities __________________________ Top Installation and Customisation :: implementation of the system to the agreed client requirements install the server and client software configuration of the operating environment maximise the system performance tailor the system to reflect the client’s workflow and processes implement agreed security rights set-up user environments customisation of user screens __________________________ Top Environment Audit :: review the client’s IT environment for supporting the Service Centre identify the network access points and paths of communication review the high-level network bandwidth available for the users check the specification of the user’s PCs outline the specification of the servers required review the system operating environment document all findings and recommendations scoping of service needs to occur prior to delivery to ensure success __________________________ Top Process and Workflow Planning :: designing the Service Centre to reflect the business process requirements pre-implementation analysis of detailed requirements review current Service Centre structure, practice, processes & workflow identify user customisation and tailoring required review and define user and administrator security requirements define user and team arrangement production of specification document __________________________ Top Post Implementation Review :: review of the Service Centre system following live operation work with both users and system administrators ensure that the system is being maximised to its full potential review the client’s processes and ensure they are reflected in the system run through all features and call flows to ensure efficiency review staff skills and identify any further training requirements implement any required refinements identified during live operation just-in-time training to respond to client’s initial observations __________________________Top Data Conversion and Exporting :: take forward existing live and static data through to the new system export and re-structure existing databases into a relevant format importing & Integrating other third-party products into the new system Top