Today :- it was a very interesting day, I meet this 2 businessman from Thailand, Bangkok as they were are training business. Something which took my interest so much, don’t ask me how I meet and know this guys, its a long story. However these guys had a great vision which is to bring training business to next dimension, overall.

Think about this “ Everyone can Learn” like AA huh, giving affordable training and enabling and reaping new certified work force. Not bad, however the commercial part need to not be forgotten, this concept is very interesting.

At current situation, anyone whom would like to take up any training or to enhance their capability, either they must have the cash flow, or they get trained at enterprise level. With current economy crisis the training budget has been streamed line, making training opportunity to be even more difficult to attain.

However cooperate levels must come to an understanding, that there is a ways they could groom or educate and enhance their work force capability through this PSMB, MDEC opportunity and grant. Look at my link beside you will know what I am talking about.

The last time I did speak to one of the PSMB officers and they claim that millions of dollars go waste unclaimed by employers whom contribute to PSMB but they never used the money to train their work force “WHY?”. Companies should come to an understanding that by training their employee they will increase the satisfaction rate and of course they could retain the workforce, besides that, the capability of the company will be increased.

I think I have divert my topic . So back to my main concern, education for all. So this guy from Thailand continue with his idea sharing to me, that he would like to see his people being educated in cost effective manner, meaning he want to sell courses for cheap so that all can effort to sit and get their self certified in the area like ITIL and SDI and technical knowledge. Makes sense…something catchy “he said education should be for all” I totally agree with him.

However we continue our discussion, and I was really happy they he has open a new dimension on training industry, which I am passionate about. Of course he was a strong believer if GOD. I loved him for that fact and he also really believed in Law of Attraction. It was an amazing day. !!! watching and knowing people talking from their heart.

Personal TIPS for those whom could not get their bosses or manager to approve their training budget :

1. Start setting your training needs, what certification you need and what training you need.
2. Try MDEC grant, all you need is signature, and MDEC give you some grant for training see my link.
3. Convince you managers that PSMB budget is there, all they need is to send email to finance team and get the budget released, after all, you are entitled for it, and the cash is there in HRDF. “ ITIL, SDI, MCP, and other technical courses are PSMB claimable.
4. Get personal loan from bank, if you really need the certification to boost your career.
5. Try to make arrangement with training company like monthly payment, example 3 or 4 payment.
6. Email me, if you need some consultation.

The sad part is, usually business man would hate him because he could easily kill the other market share for selling training for such a cheap affordable price, lets see how he will make it, and I told him that I would love to be part in this team, on my Service Desk expertise. Looking at the market, 60 million population, it’s a great market out there, I will never know that this could be potentially my breaking point to earn my first million by the age 40

GOD BLESS …

prakashc MYNAH Personal, ServiceDeskWorld

Its very sad that the awareness level in the industry is so wake when its comes the understanding and to pin point the vast difference between CALL CENTER and SERVICE DESK.

Let me explain to you what is Call center as the industry term in Malaysia and Global. Call center is an organization setup where a business whom could serve anyone, via phone or headset. Typically, call center was the big boost created in Cyberjaya by company like HSB(. I am sure many remember and until now you will notice the job opportunity for Global Support Executive. This job require you to speak a specific language and serve global customers, could be in EMEA, APAC, AMER region. Call center, server a purpose to provide information to customer or to retrieve or seek information.

Specifically, call center agent or call canter executives, can operate as inbound or outbound. What is this ?

Inbound and Outbound calls are that calls which comes in the center or outgoing calls from the center. Either customer calls in to get information, or the agents calls out to give information or request for information, There is no specific technical skill required for this job except you need to speak a good English or other language, and customer service mindset and customer service skill.

Typical call center would be like Maxiss call center, you call Maxiss to terminate your line or seek for balance available. Other call center would be like Citibankk, calling out to customers and promote their credit card. These are call centers.

However when we talk about Service Desk, or HelpDesk this group of people also uses phone and headset, but the major difference is, their capability and skill set is much more different. They are in the IT “Information Technology” field. They are also need to have the written and spoken capability plus they need to have the customer service mind set, however they are technically capable to troubleshoot issue remotely through remote enable tools, and help customer in IT related issues.

Service Desk or Help Desk Analyst need to have the technical skill and must be able to diagnose issue remotely via phone. This is what makes Service Desk to be different then call center, simply because their capability are different. They need to have the customer service mind set yet must be able to diagnose issue remotely. Ultimately, this K workers get paid higher compared to other skilled work.

The reason because the market is switching to business outsourcing and this is where the job opportunity created for this type of job for Service Desk. Let’s talk MNC company like HPp, IBMM, AO, EDSS, CSCs this company hire hundreds. Many company are suffering due to the economy crisis, the higher level strategic move is to outsource the IT operation to control and manage IT, and reducing operational risk. SO WHAT THEY DO??? They outsource IT to BPO Company.

This is the high level explanation the difference between CALL CENTER vs SERVICE DESK.

Enjoy this below clip to explain the Call Center Environment and Service Desk Environment.

CALL CENTER :

——————————————

SERVICE DESK :

If You want to switch to Service Desk work force, consider taking up SDF “Service Desk Foundation Course”

www.ServiceDeskWorld.com

prakashc ServiceDeskWorld, Uncategorized

Yesterday, I went to my cousin bros weeding in Taman Tayton View, it was a typical weeding, with all those decorations and so on. I don’t want to elaborate on that !!!

However the highlight for me was, I meet my little grown cousin brother S, and he is one half of the twins. This two guys are the identical twins, now they are beginning their first year after their 21st birthday. I have seen them growing ever since they were babies. Now they look like giants, really build up. Somehow they have this ego in them; they never acknowledge me when they see last time. I was shocked when SG the other half came and have his hand and shook my hand and indeed e was very polite and humble. Happy for him.

I notice there is some change in this guy, and he continue to stand with me and chit chat, hahaha you know what was funny he was telling me those things I did and experienced when I was his age 21/22. He was telling me that he has this group of friends, they go clubbing, havoc there and here. I just smile and cont to listen to his stories.  In fact he was telling me about tattoo, teenage fights, and other young boys stuff. It was very interesting, because, his experience was my age. HAHAHA….

Well after he finish, I started my lecture cum advice. I asked him, where is he working, although I know where is he was working. He told me he is working in JJ Damansara Mutiara, near Curve as parking supervisor. I was glad at least he is in a little management position. He also express to me that he want to study IT. “”PS:- this guys did their diploma in mechanical engineering” , everyone can see there is a great opportunity in IT field.

Since he express his interest I started my lecture, I told him and guide him, how could he potentially earn half of 5 figure in 4 to 5 years,  I saw his jaw open wide, and then I knew I caught his attention. I explained what kind of job opportunity available in IT industry especially in BPO industry, where the big bucks talks, company like AO, EDS, HP and IBM pays.

It is very simple, and I am telling you now, for those whom might me be in the similar situation, See below the points which I am stressing:

• I know probably you are working in a non IT related industry, maybe in chain store, some law firm, or could be in food restaurant.
• Remember if there is a will there is a way.

Now all you need to do is to take up some basic degree, max its going to take 3 to 4 years, not to worry, you can do it part time, HOW :

• Take up personal loan from BANK, remember you are working now,
• You may take study loan from M!C, UMN*, M|C, try, never know this guys will have some grant to help
• Ask your parents
• Save money pay monthly for your tuition fee,
• Apply credit card few, trust me worth the risk, once you earn enough you will be able to payback “I DID THAT for my MBA”, planning to do that again for my PHD”
• PRAY for BLESSING FROM GOD, you will get blessing.
• So once you have completed this, the next stage is, apply job. You must be laughing, what this crazy guy asking me to do a degree and apply job, as though its so easy.

Let me tell you it is easy, I can prove to you that I am not wrong, login to JOBjalan, and see for your self, just put this key word and search for jobs, you know what I am saying. ( ITIL, SERVICE DESK, HELPDESK, TEAMLEADER, IT ENGINEER, SUPPORT ENGINEER”)

So now you see what I am saying; in BPO industry, the demand for skilled work force is extremely low “K WORKER”, and I know this due to my working experience and I am seeing the industry trend. (( 9 years of BPO industry experience))

In nutshell, although the world is going on an economy crisis, fortunately, BPO industry in Malaysia and Philippines are enjoying this opportunity, due to our cost of labor is so much cheaper. Why Cyberjaya exist, you see why now.

Giants like ED$, H2P,AO, CS@ are enjoying the and taking full advantage of this situation, managing IT for offshore companies in Malaysia. I personally did a Project for VMobile in UK, offshore it in Cyberjaya, I knew what strategic move is that, how could this potentially save money for VM in UK.

So when more project comes in to Malaysia, where does this companies going to get the pool of K-workers, are they going to pinch from other company, YES and NO, its time employers think of new strategy to get new pool of workers which is YOU.

Let me tell you, MDEC estimates 10,000 new job opportunity by the year 2010 at least, looking at the current situation, I think its going to be more…Then I further explain to S, that at this age, he need to choose which highway to choose to set his career path.

Either he take the highway until RM2500 or highway which potentially can lead him to earn 5 figure. I have my name card and told him to visit me so that I can advice him more.

In summary, I would suggest for all those whom wish to go in to IT line go ahead, and I can guarantee you that for a kick start in your career, do go in to BPO line, like Service Desk.

All the best to you……. I am happy today because I educated my little cousin brother with some sense and change his mindset to be a better person.

prakashc GODs Power, MYNAH Personal, ServiceDeskWorld, Tatto

Hello All,

Today is the 18th day in 2009 and 18 days just pass by so fast, somehow when I open my notebook today I saw the date on the bottom right, showing 1/18/2009. Can you believe it 18 days just gone and will never return again. What have I done in this 18 days. Sadly say nothing much. Now I have written a list of accomplishment/target which I need to complete and accomplish by this Q1. And Guess what I only have 2 months and few days more left.

I need get my I, S done quickly, and also IA done too, need to sync with TA how we could execute this task, as it is very vital now to have it done fast.

2 days ago I went to Mid valley for the Jobstreet Career and Training fair 2009. I was surprises to see the amount of people looking for job and most them looking to be the fresh grads , this group of crowd don’t have experience, however I saw some big giants MNC company there like Getron,,, , Accen,,, Del,, BATt,,,almost all the banks , EDsS as well and many more. I was not looking for job but my mission was more into survey and seeing the market potential at this point of time. And I do see some great increase in Service Management job demand, like Incident Managers, Change Managers, and of course my fav Service Desk jobs.

Some company’s are still using the term Help Desk Analyst, perhaps they should change it to Service Desk Analyst which what ITIL talks about as Service Desk as function. I was there for almost 3 hours and I left the exhibition with some useful information and contact and tips.

Please find below the link you could find more info on this fair.

http://my.jobstreet.com/announcement/2008/m/mctf_08.htm

Some remarks which I would strongly encourage is, probably in future, there should be some Fair which will cater for certification and on job demand training exhibition fair. The reason I am saying this because, every fresh graduate can attain their basic Diploma or Degree in any Universities, but sadly they are not ready for the actual job market and demand. I have seen from my own eyes, some of my degree class mates whom graduated from Computer Science end up going into Marketing and Sales team. “VERY SAD”.

The solution which might help is by Academic School and Individual must come to a realization that professional certification helps them to secure a job in this challenged time. There are many job opportunity in many industry, and each industry has its own career prospects. Something which I can elaborate is on IT job market. There are many certifications like Microsoft Certification, CCNA CCNE, PMP, ITIL and SDI Service Desk Certification and many more. This training and certification will help them to be ready for the market. Even employers will be more than willing to hire these fresh candidates as they are well equipped and they can save training cost.

Simple practical example:

Lets take a Service Desk the root  of ITSM. There are thousand of vacancies available, but sadly not all this vacancy can be filled by fresh graduated. WHY WHY WHY ???.

Check out this course Outline for Service Desk Foundation, you will understand why I say, professional certification is important, which they will never learn in University or College.

Service Desk Foundation Certification which only take 2 days.

1. Roles and Responsibilities

• To identify and understand the role and responsibilities of the service/help desk

• To recognise the responsibilities of the customer

• To understand the concepts of best practice within the support industry

• To recognise and understand the evolution of the service/help desk

2. Relationship Management

• To develop an understanding of relationship management from the service/help
desk perspective

• To develop understanding of what teamwork is, and the benefits of teamwork

• To learn about sharing workspace with other members of the team, and how team
members can support each other

• To develop understanding of methods for supporting global or multi cultured
organisations

3. Communication Skills for the Customer Support Specialist

• To identify reasons for failures in communication

• To identify and recognise the difference between informal and formal
communication

• To develop and enhance listening and questioning skills

• To develop call-handling skills

• To develop non-verbal communication skills and techniques

4. Conflict management without tears

• To identify the skills and competencies required to build rapport with customers
and colleagues

• To develop methods for acknowledging the customer’s feelings and dealing with
their emotion

• To understand the common causes of conflict and identify some methods for
dealing with it effectively

• To learn how to handle conflict effectively

• To develop the use of negotiation skills

5. Developing a Professional Customer Service Attitude

• To identify and understand the causes of stress in the service/help desk environment

• To understand and develop better ways of managing your time

• To identify and understand the meaning of assertiveness in the Support Services
environment

• To develop and maintain a positive approach and attitude

6. Processes and procedures for the Customer Support Specialist

• To understand the definition of process management

• To recognise the importance of processes and procedures in the support
environment

• To understand the need for an effective call handling procedure

• To understand the importance of the incident documentation process and procedure
within the support environment

• To understand the role of the Customer Support Specialist in the incident
management process

7. Introduction to Effective Process Management in the Support Environment

• To understand the concept and the benefits of Service Level Agreements

• To understand the need for a clear escalation process and the manner in which it
should be used

• To understand the importance of quality assurance processes within the support
environment

• To learn about the purpose of the problem management process

• To learn about the steps involved in the change management process

• To understand the meaning and importance of knowledge management in the
support environment

• To understand the need for security policies and procedures in the support
environment

• To identify some commonly used security policies and measures

• To learn about the importance of confidentiality and legal compliance

• To recognise the value and benefits of self-help tools in the customer environment

• To understand the key measurements used in the support environment and how the
information is used

• To learn about customer satisfaction surveys and why they are considered so
important in the support environment

Download here

I believe now you will understand why I say professional certification is important.

prakashc ServiceDeskWorld assertiveness in the Support Services environment, build rapport with customers, call-handling skills, Career Opportunity, CCNA, CCNA CCNE, Certification, change management process, Change Managers, Communication Skills, Conflict management without tears, course Outline for Service Desk Foundation, customer satisfaction surveys, Customer Support Specialist, develop better ways of managing your time, Diploma or Degree in any Universities, effective call handling procedure, Effective Process Management, Help Desk, Incident Managers, ITIL, ITSM, Job Street, KPI, listening and questioning skills, Malaysia, Microsoft Certification, MidValled Fair, non-verbal communication skills and techniques, OLA, PMP, positive approach and attitude, problem management process, Processes and procedures, Processes and procedures for the Customer Support Speci, processes and procedures in the support environment, Profesional Certification, Professional Customer Service Attitude, quality assurance processes, Relationship Management, Roles and Responsibilities, SDI, security policies and measures, self-help tools, Service desk analayst, service desk foundation, Service Desk Malaysia, Service Desk Training, Service Level Agreements, servie, skills and competencies required, SLA, stress in the service/help desk environment, Support Environment, TTO, TTR, understand the role and responsibilities of the service

www.ServiceDeskWorld.com

I had a career boost in life when I was working in AO, I joined the company as a the first batch of Service Desk Analyst, this is the place which bring me to so many exposure into Service Management and how IT outsourcing really worked. Then we only had 5 Service Desk Analyst whom started the GSD department lead by TA as the Service Desk Manager. He was a excellent SDM, as he was able to perform his function as SDM “Service Desk Manager” at the most professional level and according ITIL framework.

While I was working as Service Desk Analyst, in AO, I had a chance to travel to country like Hong Kong, UK and Macau. When I was hired as service desk, I really loved my job as I could really see the potential on career path when I could potentially grow. There were so many branch which could lead me to climb my cooperate ladder.

Read more…

prakashc ServiceDeskWorld, Uncategorized Certification, certification ITIL v3, indident manager, IT Service Management, ITIL Malaysia training, ITIL training, ITIL V3 Foundation, ITIL v3 training, itilmalaysia, ITSM, ITSM Experts, ITSM Malaysia, Knowledge Management Manager, Malaysia certification, MDEC, MSC, SBL KHAS claim\, SDI certification, SDI Malaysia, SDI training, SDM, Service Desk, Service desk analayst, service desk certification, service desk foundation, service desk manager, Service Desk Trainer, Service Desk Training, ServiceDeskWorld, Training and Certification