50-154-703Service Desk Professional Skills
Course Information
Description
Provides instruction to IT Service Desk Technician professional skills. Apprentices will develop customer service skills, manage difficult customers, develop professional business skills, work with teams, minimize effects of stressful situations, develop time management skills. This program developed under the WAGE$ grant 2017-18 in partnership with the WTCS and Wisconsin Department of Workforce Development – Bureau of Apprenticeship Standards. Learning Plans and resources developed using funds from the WTCS State Leadership Grant 2018-2019.
Total Credits
1
Course Competencies
  1. Develop customer service communication skills
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice uses active listening skills
    apprentice employs non-verbal communication skills
    apprentice builds a positive rapport with customer
    apprentice determines customer need
    apprentice clarifies customer expectation
    apprentice maintains a positive attitude in verbal communication
    apprentice maintains a positive attitude in written communication
    apprentice exhibits professionalism in verbal communication
    apprentice exhibits professionalism in written communication

  2. Manage difficult customers
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice responds to disgruntled customers
    apprentice maintains a positive attitude with customer
    apprentice maintains professionalism with customer
    apprentice focuses on the customer issue
    apprentice maintains self-control over communications with customer
    apprentice identifies appropriate escalation points

  3. Develop professional business skills
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice identifies professional business skills related to IT Service Desk
    apprentice determines impact of IT Service Desk to company product/service
    apprentice determines impact of IT Service Desk to customer retention
    apprentice determines impact of IT Service Desk to employer bottom line
    apprentice identifies employer expectations
    apprentice identifies customer expectations

  4. Develop skills for working in teams
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice collaborates with teammates
    apprentice communicates professionally with teammates
    apprentice demonstrated initiative
    apprentice provides constructive feedback
    apprentice accepts constructive feedback
    apprentice maintains positive working relationships
    apprentice differentiates between team roles and responsibilities

  5. Minimize the effects of stressful situations
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice employs stress reduction techniques
    apprentice identifies his/her role in the workplace
    apprentice monitors personal stressors
    apprentice identifies impact of stress on personal health
    apprentice identifies the impact of stress on service escalation

  6. Demonstrate time management skills
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice balances time with customer and time to resolve ticket
    apprentice identifies when it's time to pass a task on to others
    apprentice balances working on task and working as a teammate
    apprentice identifies time necessary to complete work
    apprentice prioritizes work tasks