Service Desk Skills: Communication & Incident Management

Essential communication and interpersonal skills for service desk staff

The course is intended to provide service desk staff with skills in communicating with their customers, recognising the differing types of customer and how to deal with them.  It also covers dealing with difficult situations, common issues with deskside visits and working the generic, industry best practice Incident Management process.  It also looks at the basics of problem solving and how this can benefit the service desk agent in achieving first time fix.

Course Code
1 Day
Delivery Style
Course Type
Public or Private
Max Delegates
Available as Nutshell

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Purpose of this course

Through discussion and many practical exercises delegates will gain greater insight into this challenging area of service delivery.

Who is this course for

Any staff that are working with customers to deal with their incidents, complaints, requests or any other interaction that benefits from understanding the customer and communication better with them.

You will learn how to
  • Understand the customer
  • Communicate clearly
  • Listen and speak effectively as a Service Desk member
  • Deal with difficult Service Desk customers
  • React and deal with different customers from the way they present themselves
  • Share information effectively
Benefits for your organisation

Organisations are increasingly delivering IT and other business processes as SERVICES and are reliant on the service desk for communication, incident and request resolution. Service Desk staff are the shop window for the service organisation. The better they understand, communicate with and resolve issues for the customer the more productive the business as a whole can be.

Benefits for you as an individual

The delegate will learn techniques which will allow them to achieve both their own personal targets and achieve happy customers. The constant challenge of hitting call number targets and call closure targets don’t have to be mutually exclusive. They can be achieved with greater insight into the customer and better quality communication. This in turn yields better information and improves the likelihood of them realising their goals.

The Role of the Service Desk

Providing Services
Service Desk Tasks
Incidents and Problems
Common Issues from Customer Perspectives
Service Desk Skills in Outline
Incident Management (Industry Best Practice Process

Understanding the Customer

Understanding the Customer Personality
understanding how the Customer Communicates
Using this understanding

Verbal-only communications - "The Telephone Call"

How well do you listen and speak
Managing air-time and gaining trust
Importance of vocabulary and tone of voice
Paraphrasing and Feedback

Dealing with difficult situations

Characteristics of a Difficult Situation
Techniques for dealing with difficult situations

Face-to-face communication - "The Desk-side Visit"

Spoken Communication versus Body Language
Common Issues with personal interaction


There are no pre-requisites for this course.

About the Lead Trainer

Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.