How to Create a Help Desk for Employee Training
Employee training programs typically include many formal instructor-led courses, self-paced offerings and other resources such as coaching or seminars. As with any other product or service, training programs typically require some sort of support. Establishing a help desk for your employee training program involves selecting collaborative software such as Microsoft's Sharepoint Services as your logging and tracking mechanism; ensuring your help desk personnel know how to respond to inquiries; setting up a knowledge base for commonly asked questions; and setting expectations regarding turnaround time for resolving issues.
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Instructions
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Identify your employee training course catalog and registration procedures.
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Select your help desk hardware and software infrastructure to manage your requests. Your help desk personnel will use this system to identify root causes and track solution status.
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Populate your knowledge base with known problems and solutions. Employee training help desk problems typically including registration issues, self-paced training download errors or streaming content performance problems.
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Train help desk personnel on established procedures for communicating with people having problems with training courses registration, attendance or usage.
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Establish operating procedures for logging incidents, troubleshooting problems and providing solutions.
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Anticipate that some incidents require handling angry and frustrated students. Prepare help desk personnel to empathize with callers. Train them to paraphrase what callers report. This helps to ensure that the problems are clearly articulated and facilitates timely problem solving.
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Establish help desk metrics such as the average time taken to answer the call, call-abandonment rate, calls handled by each agent, average time to resolution and incident status. Establish a dashboard to present metrics to help desk management, personnel and employee training management.
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