IT Service Desk

In this workshop, you will be prepared for your deployment in the IT Service Desk. You learn how to cope with conflict situations in the team, and use the right questioning technology to track the incidents of their customers. In practice, and through the experience of our lecturers, we will teach you how to increase customer satisfaction.




Course type



Day course

CHF 1'500.- / Person

If the requirements are met the costs will be covered by Temptraining.

2 Days

8.30-12.00 and 13.30-16.30 hour

8.15-12.00 and 13.30-16.30 hour

Company course


The course takes place on the premises of your headoffice, in Reinach BL or at any other location of your choosing.

Please contact us for further information as well as for the booking of a course.

Learning goals

  • Introduction
  • conflict management
  • Increase in customer satisfaction
  • IT Service Desk Organization
  • Identify requirements for tools and tools
  • Conversation
  • Stress management
  • Continuous improvement

Course Content

  • Learn the right questioning technique
  • Dealing with conflicts
  • Improve customer satisfaction
  • Target organization in the service desk
  • Evaluate the right tools and tools
  • coping with stress
  • Principles of rhetoric and effect on the telephone
  • CIP processes in the service desk
  • Experiences from practice


Experience in IT support

Target Group

IT Staff, Service Desk Staff, Support Staff, Service Desk Team Leader, Support Team Leader

Methodology / Didactics

Practical and task-oriented class and workshop

Maximum number of participants

12 participants


Andrea Mercier, responsible for education, will gladly answer your questions!

41 61 712 00 00
41 79 407 98 55

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