Description
This training course is designed for IT professionals aspiring to lead and excel in the dynamic environment of helpdesk and service desk management. As a Helpdesk or Service Desk Manager, you’ll face unique challenges in providing top-notch support, managing a team effectively, and ensuring customer satisfaction.
What we’ll cover
- Introduction to Helpdesk and Service Desk Management
- Understanding the role and significance of helpdesk and service desk in IT operations.
- Key responsibilities and challenges faced by Helpdesk and Service Desk Managers.
- Technical Proficiency for Managers
- Balancing technical expertise with managerial skills.
- Staying updated on industry trends and emerging technologies.
- Ensuring the team is equipped to handle a variety of technical issues.
- Leadership and Team Management
- Developing leadership skills specific to helpdesk and service desk environments.
- Strategies for effective team management and motivation.
- Fostering a positive and collaborative team culture.
- Customer Service Excellence
- Implementing customer-centric strategies.
- Techniques for managing customer expectations and building strong client relationships.
- Resolving customer issues with empathy and professionalism.
- Incident and Ticket Management
- Implementing efficient incident and problem management processes.
- Strategies for quick and effective issue resolution.
- Utilizing ITIL principles in incident and problem management.
- Performance Metrics and Reporting
- Establishing key performance indicators (KPIs) for the helpdesk/service desk.
- Utilizing metrics to measure team performance and identify areas for improvement.
- Generating insightful reports for management and stakeholders.
- Managing Stakeholder Expectations
- Communicating effectively with both internal and external stakeholders.
- Aligning service desk goals with organizational objectives.
- Strategies for managing challenging stakeholder situations.
Course Length
6hr 34min of instructor led video content along with handouts to aid learning.
Course Content
- What You’ll Learn Helpdesk
- Different IT Manager Types
- Managing Devices
- Different Support Levels
- ITIL
- The Ticketing System
- Service Desk Operations
- Customers & Stakeholders
- Service Level Agreements (SLAs)
- Types of Tech
- What is a Domain
- About AD
- Managing Devices
- Level 0 Support
- Operating System Types
- BYOD
- SOE Development
- Application Management
- Printer & MFD Management
- Office / Desk Phones
- Onboarding Process
- The Induction
- Protecting Your Tech
- Desktop + Laptop Security
- Patching
- End-User Backups
- Know The Tech
- Using Mistakes
- Keep Updated
- Be Organised
- Keeping it Simple
- Be Understanding
- Team Management
- System Knowledge
- Lots of Meetings
- High Performance Teams
- Lead by Example
- Make Sure You Delegate
- 3-5 Year Tech Lifecycle
- Asset Registers
- Document Your Tech
- Vendors & Suppliers
- Ticket Reporting
- What now
