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    Course Details

    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

    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.

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    Faqs

    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, Qatar, NZ, Singapore, Malaysia, India and other parts of the world. We are located in USA. Offering Online Training in Cities like

    Minneapolis, Melbourne, Jacksonville, Davidson, Murfreesboro, Auckland, Carlsbad,  San Marcos, Tacoma, Bellevue, Garland, Raleigh-Cary, Fort Lauderdale, Miami, Toronto, Wellington, Gilbert, Tempe, Alexandria, Chandler, Scottsdale, Peoria, Honolulu, Raleigh, Nashville, Plano, Montreal, Calgary, Edmonton, Saint John, Vancouver, Richmond, Mississauga, Saskatoon, Kingston, Kelowna, Hyderabad, Bangalore, Pune, Mumbai, Delhi, Dubai, Doha, Brisbane, Perth etc…

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