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Office Helpdesk and Service Request Coordination

Many African organisations run an internal helpdesk where staff log requests for facilities, equipment and administrative support. This course builds skill in receiving, logging, prioritising and tracking service requests so nothing falls through the cracks. Participants learn to use ticketing tools, manage expectations and report on service performance.

What you will be able to do

  • Receive and log service requests accurately and consistently.
  • Prioritise requests using clear urgency and impact criteria.
  • Track requests through to resolution and confirm completion.
  • Communicate progress and manage the expectations of internal users.
  • Use ticketing and tracking tools to organise a request queue.
  • Report on request volumes, turnaround times and recurring issues.

Course outline

  1. 01Setting Up an Office Helpdesk Function
  2. 02Logging and Categorising Service Requests
  3. 03Prioritisation by Urgency and Impact
  4. 04Tracking Requests to Resolution
  5. 05Communicating with Internal Users
  6. 06Ticketing and Tracking Tools
  7. 07Reporting on Service Performance

Who should attend

This course suits office coordinators, facilities administrators, support desk staff and administrative officers who handle internal service and support requests.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 19 Aug 2026Nairobi3US$1,500
24 to 26 Aug 2026Durban3R13,000
31 Aug to 2 Sep 2026Johannesburg3R13,000
14 to 16 Sep 2026Mauritius3US$1,500
21 to 23 Sep 2026Dubai3US$1,500
28 to 30 Sep 2026Lagos3US$1,500
5 to 7 Oct 2026Harare3US$1,500
12 to 14 Oct 2026Kampala3US$1,500
19 to 21 Oct 2026Dar es Salaam3US$1,500
26 to 28 Oct 2026Pretoria3R13,000
2 to 4 Nov 2026Cape Town3R13,000
16 to 18 Nov 2026Online3US$900
23 to 25 Nov 2026Mozambique3US$1,500
30 Nov to 2 Dec 2026Cairo3US$1,500
7 to 9 Dec 2026Accra3US$1,500
14 to 16 Dec 2026Lusaka3US$1,500
21 to 23 Dec 2026Kigali3US$1,500

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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