When you’re holding down the front line of IT support, every day can feel like firefighting – but the right training changes everything.
One IT Service Desk Manager describes the “truly valuable” training that gave her the knowledge and skills to lead with confidence by applying what she learnt to her day to day role.
Helen Balmer, IT Service Desk Manager at The Sovini Group, completed the Service Desk Manager Certification course in October 2025. Helen has agreed that we can share her comments on her experience of the course and why she found it so valuable:
Deep industry knowledge
“I’d like to highlight how excellent the trainer, Kylie, was throughout the course. Her deep industry knowledge was evident, and she consistently used real-life examples that were easy to relate to and helped reinforce key concepts.”
Well-managed
“The pace of the course was very well managed, with Kylie adapting to the group’s level of understanding and ensuring everyone stayed engaged and on track.”
Supportive learning environment
“Overall, Kylie’s delivery, the relevance of the content, and the supportive learning environment made this a truly valuable experience. The group discussions and shared experiences added real value, helping to see different perspectives and approaches to common service desk challenges.”
Engaging and interactive
“The training was virtually hosted, yet it remained highly engaging and interactive throughout. The trainer was exceptionally knowledgeable, clearly an expert in her field, and brought real-world insight that added immense value to the sessions.”
No-one likes exams…
“The daily exam preparation was particularly helpful – structured, clear, and confidence-building. No one likes exam questions but it made the final assessment feel much more approachable and achievable.”
Applicable to real life
“The course content was well-structured, relevant, and directly applicable to the challenges and responsibilities of a Service Desk Manager. I particularly appreciated the balance between theory and practical application, which made it easy to relate the learning to my day-to-day role.”
If you want to learn how to apply best practice principles of Service Desk Management in your role, and gain an internationally recognised qualification, take a look at the Service Desk Manager Certification page.
