Blackberry Helpdesk Training

Who: 

• Helpdesk Staff performing first line support to End Users on Blackberry Issues including:
• Receiving phone calls from End Users;
• Categorizing and prioritizing calls for escalation when required;
• Providing efficiency tools to End Users;
• Ensuring appropriate usage by End Users minimizing load on the Blackberry
• Enterprise Server (BES);
• Reporting issues back to BES Administrators when applicable.

When:               On request
Where:              At your offices
How much:      $2,295 ex GST (max 10 attendees)
How to book:  Fill out the form below

Back to Blackberry Training Homepage

Agenda - 3 hour course

1. Helpdesk Basics

• Blackberry Infrastructure Basics
• Enterprise Activation; Wiping Handhelds
• Synchronization; Accessing Help
• Troubleshooting Device Failure with End Users
• Escalation procedures based on call analysis

2. Handset Overview - Device Hardware - Keyboard & Unit

3. Home Page

• Troubleshooting Home Page Issues
• Moving and Hiding Icons
• Themes

4. Address Book

• Troubleshooting Address Book Issues
• Entering Addresses
• Tips and Tricks on Adding Addresses
• Accessing the Global Address Book

5. Messages

• Troubleshooting Messaging Issues
• Sending a Message; Typing
• Tips and Tricks on Sending Messages; Viewing Attachments
• Filing Messages using Folders
• Managing Deleted Items Folder Size

6. Telephone

• Troubleshooting Telephone Issues
• Making & Receiving a Phone Call
• Tips and Tricks on using the Telephone

7. Calendar

• Troubleshooting Calendar Issues
• Entering Appointments
• Tips and Tricks on using the Calendar

8. Browser

• Troubleshooting Browser Issues
• Accessing the BES Browser
• Checking the User Setup Profile for the Browser
• Tips and Tricks on using the Browser

9. Options & Profiles

• Troubleshooting Options & Profile Issues
• Review of core areas including Security; Owner; Auto On/Off

Attendee Profile

• Helpdesk Staff performing first line support to End Users on Blackberry Issues including:
• Receiving phone calls from End Users;
• Categorizing and prioritizing calls for escalation when required;
• Providing efficiency tools to End Users;
• Ensuring appropriate usage by End Users minimizing load on the Blackberry
• Enterprise Server (BES);
• Reporting issues back to BES Administrators when applicable.

 
Back to Blackberry Training Homepage