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Service Desk/Helpdesk Induction


 I am currently revamping induction for my company's Service Desk of 80 people, which is segmented into 4 different teams, with each team providing specialised support  our customer base who are all on  different Windows environment and desktop applications.

I was wondering if anyone can provide ideas on how I should approach the revamp and how I can create a "vanilla" induction for all staff across all the desks.
The current induction process/program includes a 5 day intensive - covering corporate & company values, high-level  tools of the trade and the allocation of a mentor.
The mentors responsibility is to be the point of contact and provide all the "hands on/technical" training & support for the new employee.
I would like these mentors to conduct an assessments & provide feedback on the progress of the new employee, however the mentors themselves are not trainers nor assessors, they are just analysts that has been around the company the longest and who have the most knowledge.  How can i include an assessment on the new employees progress?
Also, there is currently no induction pack & feedback forms for new starters - what should I include in this pack? What information should be inlcude in this pack? What type of questions should I ask regarding induction programs feedback?
If anyone can assist me it would be greatly appreciated, as I have never done anything like this before.

One Response

  1. Free Guide to induction


    Induction is one of the things I specialise in and I would be happy to send you my ‘starter for 10’ 7-page guide if you send me your email address. It will give you a few ideas about creating a flexible induction programme around a central core. My email is [email protected] 

    Sheridan Webb

    Keystone Development


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