Building and Leading an Effective Helpdesk Team

2 Day Course
Code PPD037

Book Now - 1 Delivery Method Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online


An interactive two day course, delivering the practical techniques to help you lead a productive, efficient and focused team.


By the end of this course you will be able to:

  • Improve communication within your helpdesk team for greater efficiency
  • Understand team members needs and reservations through use of counselling
  • Motivate staff to achieve higher productivity using tried and tested techniques
  • Empower your support team to aim for first time problem resolution
  • Build a culture of openness and trust amongst your staff using teambuilding techniques
  • Manage contentious issues more adeptly to encourage communication with end users.


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What do you need to know about team dynamics? (11 topics)

  • Why are teams formed?
  • Understanding attitudes within groups
  • Exercise 1: Indicators of effective and ineffective teams
  • Discovering the realities of differing team styles
  • formal versus informal
  • evaluating job functions and rank within a team
  • Exploring the different types of IT team
  • project teams
  • permanent teams
  • self-managed teams
  • Exercise 2: Team analysis questionnaire

The characteristics of a successful support team and how to achieve themExploring the benefits of: (8 topics)

  • Clear communication
  • Exercise 3: Exploring how people work together
  • Planned objectives
  • Good leadership skills
  • Empowerment and motivation
  • Exercise 4: Stages of team development
  • Conflict resolution
  • Trust and openness

Group session (1 topic)

  • Handling teambuilding behaviours

Practical steps for improving your IT service team (6 topics)

  • Defining the responsibilities and contribution of each team member
  • Identifying and addressing areas of weakness within the team
  • Building flexibility and adaptability into your team
  • Encouraging strong team spirit within the company ethos
  • Maximising the contribution of part time team members and teams
  • Successfully managing teams working on short-term special projects

Essential tips for facilitating sound communication skills (4 topics)

  • Establishing the best channels of communication as a team leader
  • how does your team want you to communicate with them?
  • what information should you divulge - how open should you be?
  • How can you achieve successful and productive communication with your manager?

Group session (1 topic)

  • Teambuilding values - examining prejudices in teams

Successful methods for motivating your team and improving helpdesk performance (6 topics)

  • Defining a team objective so that you have a definite focus
  • Incentivising your team to encourage friendly competition:
  • cash incentives; non-financial motivators
  • motivational and developmental feedback
  • Techniques for retaining valued support staff
  • Exercise 1: Motivation reward systems

How do you empower your team members for competent self-management? (7 topics)

  • What does empowerment mean?
  • Evaluating the benefits empowerment can bring to the team
  • increasing responsibility of team members
  • improving job satisfaction and buy-in to the team objective
  • freeing up your time to complete necessary tasks
  • Exercise 2: Self discovery questionnaire
  • Developing the learning process and ensuring everyone knows their level of responsibility

Group session (1 topic)

  • Analysing results of self questionnaire

Effective people management methods for team leaders (15 topics)

  • Exercise 3: Self-discovery for counselling needs
  • Recognising individual needs
  • 3 indicators of situation changes in team members
  • antecedent - previous issue
  • behavioural change
  • performance change
  • Building a counselling interview structure
  • 7 stages to successful interviewing
  • preparation for interview
  • building rapport
  • enquiring techniques
  • discovering possible solutions
  • agreeing the way ahead
  • reviewing situation
  • enforce - both parties keep to agreement

Role Play (5 topics)

  • Analysing counselling style
  • negative: critical based feedback
  • positive: behaviour based feedback
  • Solution orientated counselling styles
  • Exercise 4: Behaviour based feedback

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