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Service Desk Manager Course Overview

SDM Course Overview in brief:

  • Defining strategic requirements - plan for the strategic development of the service desk within an organisation's overall business goals

  • Developing a strategic role - define the strategies and techniques for a successful support operation that is integrated with the organisation'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

  • Motivation - establish reward and recognition strategies, employee and customer satisfaction programmes, performance management, staff motivation, work environment

  • Leadership and management - discover how to be an effective leader and manager, improve your professional development, and hone teamwork, coaching, mentoring and stress management skills

To book please contact a member of our training team on +44 (0)1689 889100 or book online.


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Be Involved

  • Service Desk Training

    Service Desk Analyst

    12 - 14 June, Kent

  • Service Desk Training

    Service Desk Analyst

    12 - 14 June, Kent

  • Service Desk Training

    Service Desk Manager

    12 - 15 June, Birmingham

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