Description

IT Service Desk: Management Fundamentals

IT Service Desk: Management FundamentalsIT Service Desk: Management FundamentalsDuration: 2h 38m | Video: AVC (.mp4) 1280×720 30fps | Audio: AAC 48KHz 2ch | 1.41 GB Genre: eLearning | Level: Appropriate for all | Language: English
No service desk runs efficiently without proper oversight.

Service desk managers are key to effective tech support teams-and industry-proven methodologies and tools are key to a manager’s success.

This course covers the processes and tools new IT managers need to manage service desk staff and make service desk-related system decisions for the company.

How this course will help you

First, get familiar with different service desk staffing models and processes.

Learn about the telephony systems and software-including social media management tools-that a service desk requires.

Find out how to develop a system to ensure quality and define metrics to measure success.

Plus, learn how to build important relationships with customers, within the team, and with other IT groups at your company.

Instructor Fancy Mills has been helping technical support teams manage staffing and standard operating procedures for over 20 years.

How this course will help you

Let her help you develop the skills to manage your service desk and increase customer satisfaction.
Topics include:
What is a service desk?
Understanding the different service desk models
Staffing the service desk
Training staff
Mentoring and coaching
Defining processes
Reviewing technology, including telephony and management systems
Measuring quality
Building relationships

How this course will help you

Welcome to IT Service Desk: Management Fundamentals.

This course is appropriate for all learners interested in getting into a leadership role within an IT service desk environment

. This course teaches you the processes and tools new managers need to manage their staff and make service desk-related system decisions for the company.

Managing an IT help desk is more than just giving support.

A successful manager closely supervises the work of the service desk staff,

sets priorities and goals for the team, monitors daily operations, and ensures that all issues are resolved in a timely manner.

How this course will help you

This course covers the processes and tools new

IT managers need to manage service desk staff and make service desk-related system decisions for the company.

This course, IT Service Desk: Management Fundamentals will help you

better understand the various processes and tools needed to manage your organization’s service desk.

Advanced course topics include change management, incident escalation procedures, and change control boards.

Smart service desk managers are key to any successful IT department.

In this course, learn the processes and tools that help managers create efficient and effective service desks.

Learn how to leverage metrics to better evaluate your team’s performance,

implement new technology that enhances customer care, use effective communication methods to solve issues more efficiently and more.

If you want to learn how the service desk is part of the larger

IT organization, and how it fits in to the life cycle from end user support requests to ultimate resolution – this course is for you.

You will get a solid foundation of best practices and proven methodologies to help you build or improve your IT Help Desk team.

This course will help new managers gain the skills and insight necessary to model, direct, and manage an efficient service desk team.

You’ll learn how to choose tools that support your organizational goals,

how to improve response time and throughput, how to deliver quality customer service, and how to direct your staff toward greatness.

This course also covers a few foundational topics such as managing the change process in

IT environments, developing skills that promote emotional intelligence at work and in life,

understanding the anger management toolkit, and using emotional intelligence in conflict resolution scenarios.