Service Desk Manager - Virtual

2-5 December 2019
  • Virtual- at your PC
  • 4 Days
  •  Members Price: £1,686.60
  •  Non-Members Price: £1,874.00

Master the key areas of service desk management with SDI’s Service Desk Manager training course, gain the professional Service Desk Manager qualification and lead your team to lasting success.

The Service Desk Manager course provides a thorough understanding of service desk management and leads to a globally recognised professional qualification. This short video explains how this course will ensure you gain the skills needed to steer your service desk to success.

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

 

“I really enjoyed the virtual aspect of the course and the white board and chat sessions were a good feature”

Service Desk Manager Overview

This virtual course consists of eleven modules:

  • 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
Who should attend?

This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation.

This course is suitable for those with at least three years experience in a service desk environment.

Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

Learning Outcomes

At the end of this course, delegates will gain:

  • A thorough grounding in the skills required to lead, motivate and manage a service desk team.
  • The complete service desk management toolkit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
  • An internationally recognised SDM qualification from Peoplecert.
  • A new network of colleagues in similar roles from other organisations
About Our Trainers

This course is delivered by experienced trainer who combines service desk knowledge and real-world experience with the latest learning techniques. That’s why we are the choice of so many of the UK and Europe’s most successful service desks.

“I thoroughly enjoyed the experience and found the course very informative. As well as learning the standards, it gave me more confidence in my role. It was great to meet other people from different areas and discuss different ideas and opinions. I feel that I am more in tune with what my analysts do and how they do it, helping us work together.“

– Cindy Sikkema-Bridger, Customer Service Co-ordinator, Brett Group

Course Requirements

Every delegate will need:

  • Microsoft Windows based PC with broadband connection
  • Internet Explorer 6.x or 7.x
  • Browser with ActiveX controls and VBScript enabled
  • You may need administrative permission on the PC to allow the download of additional software (if required)
  • Headset or speaker for your telephone for comfort
  • Quiet place to work
  • The courseware and hand-outs provided by SDI
Course Preparation

Prior to attending the online course, delegates are sent a full training course manual and hand-out pack containing the SDI standards that relate to the course so that delegates have a common minimum level of knowledge. These materials are all used during the course too.

In addition, delegates are given details of the virtual room to test their setup before the training begins.

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