SERVICE DESK MANAGER
FOR WHOM: Managers and supervisors who have some responsibility for the Service Desk or Helpdesk. Also suitable for team leaders or senior analysts.
BENEFITS: At the end of the course the delegate will have:
Considered how good practice is essential to the Service Desk. Particularly
to
achieve consistently good performance.
Examined various managerial and supervisory skills required to run
a
consistently effective Service Desk.
With emphasis on leading and developing
a Service Desk team and the individuals in it.
Learnt various ways and means of dealing well with colleagues, customers
and management.
A better focus on how their service is functioning and how it might
be enhanced.
Received paper and electronic Good Practice Guide templates. These can easily be tailored to produce a valuable induction, training and appraisal tool.
| COURSE OVERVIEW |
PROBLEM
MANAGEMENT
- Activities involved
- Involving other teams
- A process |
MANAGEMENT SKILLS
- Recruitment interviewing
- Staff development
- Staff appraisal
- Delegation
- Dealing with problems
- Teambuilding |
SLA's AND OLA's
- What are they?
- Service Desk relevance
- Benefits |
GOOD PRACTICE GUIDE
- What is it?
- Benefits
- What to include?
- How to produce |
CHANGE MANAGEMENT
- What is it?
- Service Desk implications
- Service Desk requirements |
|
METHOD: A combination of lectures,
exercises, practical work, presentations and discussion.
Everyone has the chance to discuss their own situation
and
particular
challenges. A very comprehensive
course manual is provided.
| Duration |
2
Days |
| Cost |
£695
Standard (+VAT) |
| Venues |
London,
Birmingham, Manchester, Leeds, Glasgow and Edinburgh. |
|
