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Service Desk Manager Training

Service Desk Manager Training provides a thorough understanding of service desk management and leads to a globally recognised qualification. Service desk software provides innovative change management, extensive automation and out-of-the-box best practice content for the beginners.


Online training – Anytime Anywhere

Service Desk Manager Training

Demo Date Course Duration (Hrs)  
28 Oct 2016 30
29 Oct 2016 30
30 Oct 2016 30
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Service Desk Manager is designed to help IT service desk analysts make every moment count through a dynamic experience so they can deliver great customer service without the fear of overbearing processes or metrics. With the solution, teams can embrace teamwork rather than working for the isolated knowledge stashes environment and disjointed communications.

Service Desk Manager Training Overview

This is a highly interactive course which from the beginning involves students via discussions, exercises and presentations.

The course reviews concepts about Building the Right Conceptual Model, Business Integration, Service Culture, Examine motivational theories and how they apply within the workplace by analyzing people skills and knowledge. Improving organisational leadership and professional development.

Students complete the course having developed plans to improve and enhance the Service Desk function, their own skills and the skills of their team.

Service Desk Manager Training Curriculum

curriculum_moduleBuilding the Right Conceptual Model

Understand the role of support within the context of the organisations overall mission and strategic business goals
Determine the design and set-up of a successful support organisation based on proven strategies and known best practices
Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk

curriculum_moduleBusiness Integration

Understand the importance of business and IT integration
Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities
Understand the importance and need for goals and objectives
Understand the importance of ensuring all staff are aware of the role they play in the business and why they do it
Determine the type and style of management reporting that best meets the organisation’s needs

curriculum_moduleService Culture

Recognise and understand the importance of understanding our customer’s expectations and perceptions
Understand the benefit of using SLAs effectively as a service quality improvement tool
Understand the importance of a reward and recognition strategy and identify some different methods of reward and recognition

curriculum_moduleImplementation Planning

Determine how to develop a project plan to set-up or re-design the Service Desk
Identify the steps required in a project plan
Understand the importance of effective Process Management
Examine the ITSM processes with which the Service Desk has involvement
Determine the function of the Service Desk within the problem management process
Identify methods for setting priorities
Understand ways to maximize the use of knowledge management
Determine the importance of a good change management process

curriculum_moduleOperational Processes

Understand the importance of clear and straightforward processes within the workplace
Determine the benefits of a problem management process, and its interfaces with other key processes
Understand the importance of root cause analysis
Review the importance and benefits of metrics as part of the customer service processes

curriculum_modulePeople and Motivation

Examine motivational theories and how they apply within the workplace
Identify the key skills and attributes required for Service Desk staff
Review work environment factors and their impact on staff motivation and behaviour

curriculum_modulePeople Skills and Knowledge

Determine different categories of skills and knowledge required by staff
Identify the core business knowledge, all staff should possess as a minimum
Determine the manner in which staff currently acquire their skills and knowledge

curriculum_moduleQuality Assurance

Understand the common QA practices used to assess, modify and improve IT services in order to meet and exceed customer expectations
Understand the role of benchmarking in the Service Desk environment in order to obtain a comparative evaluation of performance

curriculum_moduleTools and Technologies

Identify the commonly used Service Desk tools and technologies, their benefits and pitfalls
Examine the various knowledge tools available to the Service Desk
Identify which tools we use, which we need and why we need them

curriculum_moduleBusiness Mastery

Understand the responsibilities of the Service Desk in contributing to IT and business objectives
Implement ways to recognize and promote the benefits a Service Desk brings to the business
Gain a basic understanding of financial principles and business awareness

curriculum_moduleOrganisational Leadership

Identify the skills required for the Service Desk team from the customer’s perspective and ours
Determine methods to recruit and retain talented staff
Identify the qualities that make for effective leadership and how to develop them

curriculum_moduleProfessional Development

Determine how well we manage our time and develop ways for improving our time management skills
Understand the importance of continual personal development, continual learning and of staying current within the industry
Identify techniques for staff assessment and staff development


Service Desk Manager Course FAQs

Our trainers have relevant experience in implementing real-time solutions on different queries related to different topics. Mindmajix verifies their technical background and expertise.

We record each LIVE class session you undergo through and we will share the recordings of each session/class.

Trainer will provide the Environment/Server Access to the students and we ensure practical real-time experience and training by providing all the utilities required for the in-depth understanding of the course.

If you are enrolled in classes and/or have paid fees, but want to cancel the registration for certain reason, it can be attained within 48 hours of initial registration. Please make a note that refunds will be processed within 30 days of prior request.

The Training itself is Real-time Project Oriented.

Yes. All the training sessions are LIVE Online Streaming using either through WebEx or GoToMeeting, thus promoting one-on-one trainer student Interaction.

There are some Group discounts available if the participants are more than 2.

As we are one of the leading providers of Online training, we have customers from USA, UK, Canada, Australia, UAE and other parts of the world. We are located in the USA.

Mindmajix Technologies Inc

14 Pasco Drive
East Windsor, Connecticut, 06088
United States (US)
Phone: 201 378 0518


Job Support

Mindmajix Job support’s aim is to train and support as many young IT professionals as possible in achieving their tasks for attaining quality jobs in the regular workforce.

For a fresher in IT, the actual requirement of programming and development standards could be partially or completely different in the job environment. Job support gives graduates that extra guidance before or after they attempt employment into IT sector by assisting them with the Service Desk Manager training by highly experienced and real time professionals with full stack technical background in the Service Desk Manager field. They address your complete issues that you face periodically.

We have wide-spread services across India, USA, Australia and other countries, assisting software employed people to excel in their jobs when they have an onset of a worsening condition.

Our trainers support you solve your technical problem and guide you to the right path in order to obtain a favourable solution. Once we understand your project, the subsequent problems are solved even better and faster.

What we assure?

* Our trainers make it a point to make you capable of understanding the real world scenarios.

* Our trainers will provide exceptional Technical assistance and help you out solve your Technical problems at your jobs in an efficient way.

* We assist the person learn a new job, and ensure extra assistance or a different format for learning the role vividly.

We Specialize in providing most reliable support and you can entirely entrust to us.

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