Training
PRD offers a comprehensive range of training courses to assist staff and clients with the implementation and on-going maintenance of the Helpmaster Pro package.
Our training is flexible enough to accommodate delivery on site at your convenience to reduce time spent away from work by staff.
For larger groups take advantage of our professional computer training facilities in central Sydney.
Courses
Helpmaster Pro User (half day)
Efficient and skilled management of Incidents and Service Requests is an essential part of a successful Service Desk. This course will equip Service Desk staff with all the fundamental skills required to deliver quality service through the Helpmaster solution as well as provide an introduction to the ITIL best practice framework.
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Helpmaster Pro Administration (one day)
Students will be able to configure Helpmaster Pro in line with business requirements and ITIL best practice. They will be able to confidently discuss those requirements with stakeholders and as a result implement a design that delivers on Service Desk needs and expectations. Students will be able to design the system to support quality information gathering to aid in the management of the Service Desk and improvement of Service Desk operations.
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Priority Manager and Service Level Agreements (half day)
Learn how to create specific business rules, including compliance to Service Level Agreements, so that Helpmaster Pro fully aligns with the needs of the organization. Use the Priority Manager functionality to automate and control job updates, staff and customer communication, escalate late running jobs and manage service level agreements in order to achieve service quality goals.
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Email Manager (half day)
Students will learn to configure the Email Manager to control and organise inbound email. This includes logging and updating Jobs, capturing key content, managing exclusions as well as integrating the functionality with Templates and Priority Manager.
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In-house training package
Bring your training in house with our In House Training package. We will skill up your trainer enabling them to deliver Helpmaster Pro training as required and to as many staff as needed. The In House Training package includes the rights to reproduce the training material for internal use.
Your training for you
Each organisation is different, and you may opt to have the training manuals customised to meet your specific workflows and configurations. This approach is highly effective in delivering rapid staff productivity. Find out more.