Running a Successful Service Desk

Objectives

On successful completion of this course attendees will be able to:

• define the role of the Service Desk in relation to other IS departments
• list the tools available to assist with Service Desk operation
• describe the physical and procedural requirements for an effective Service Desk
• record and respond professionally to customers' problems and queries
• implement effective liaison with the Service Desk's users
• make recommendations to improve their Service Desks.

Who Should Attend

Service Desk/Help Desk managers, supervisors and operators.

Prerequisites

All attendees should be conversant with the organisation and functions of their IS environments.