Course Title:

Service Desk Institute - Manager 2017


Global Knowledge UK

Aberdeen, Bath, Bristol, Leeds, London, Wokingham, United Kingdom

Course format: Classroom

Being an effective service desk manager requires a broad range of talents, from people-oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, service desk management.

Defining strategic requirements
Plan for the strategic development of the service desk within an organisation&,#146,s overall business goals

Developing a strategic role
Define the strategies and techniques for a successful support operation that is integrated with the organisation&,#146,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, behaviours 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 programmes 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

Staff recruitment, retention and development
Examine effective recruitment programmes, core skills, staff development, effective relationships with teams and individuals

Establish reward and recognition strategies, ...

Elements of this syllabus are subject to change. Training programs and their availability may vary by location.

Please visit the school's official website or social networks for the latest training price and schedule.

Phone No.: +44 (0) 118 912 1929

School Address/Venue(s):

Global Knowledge UK
Mulberry Business Park,
Fishponds Road,
RG41 2GY
United Kingdom

Free Course List: Aberdeen, Bath, Bristol, Leeds, London, Wokingham

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