IT Service Desk Management

Course Duration: 4 Days
Learning Mode: Online(Zoom)
Trainer: Paul Edima

This IT Service Management training is designed for existing and aspiring service desk managers and supervisors who intend to enhance their managerial and team management skills. This course covers a wide rage of domain to build a professional Service Desk Manager. The students will equip with the essential management capability to lead and build a sustainable service desk team. Additionally, this course encompasses service management best practices that provides the students with essential process and tool knowledge to attain efficient, effective and economical service desk processes It addresses the support methodologies, technologies and tools utilised within the service desk.

What you will learn

• Defining strategic requirements- plan for the strategic development of the service desk within an organization’s overall business goals.
• Developing a strategic role-define the strategies and techniques for a successful support operation that is integrated with the organization’s overall business goals.
• Essential management skills- examine key commercial management skills including integrating IT services, business cases, financial management, strategic responsibilities, defining processes and procedures, gap analysis, project management, behavior and communication.
• Integrating the service desk- identify the need for relationship and network building, contribute to IT and business objectives, continual improvement and assessing the best sourcing option.
• Promoting the service desk- plan the promotional objectives, strategies and tactics for the service desk.
• Quality assurance activities- review QA programs and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models and resource management.
• Effective management of tools and technologies- review and evaluate the service desk technology market, ACD, and CTI, service delivery communication channels, self-service and self-healing.