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.
This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. 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.
The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.
This course contains everything that is essential to core roles and responsibilities of a successful Service Desk Manager:
This interactive four-day qualification course 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.
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
This course will be delivered by an 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
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
Prior to attending the online course, delegates are sent a full training course manual and hand-out pack containing the latest SDM Professional Standards.
In addition, delegates are given details of the virtual room to test their setup before the training begins.