SDI Courses - Service Desk Manager

Introduction

When a large company has a service desk of a substantial size, the hiring of a Service Desk Manager is common practice. The Service Desk Manager must undertake roles such as controlling and managing the overall smooth running of the service desk, as well as things like managing incidents. This course trains delegates in the fundamentals of being a successful and reliable Service Desk Manager - equipping them with the skills to improve the way the service desk works a their organisations.

Course Content

Building the Right Conceptual Mode

Understand the role of support within the context of the organisations overall mission and strategic business goal

Determine the design and set-up of a successful support organisation based on proven strategies and known best practice

Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk

Business Integration

Understand the importance of business and IT integratio

Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities

Understand the importance and need for goals and objective

Understand the importance of ensuring all staff are aware of the role they play in the business and why they do it

Determine the type and style of management reporting that best meets the organisation’s needs

Service Culture

Recognise and understand the importance of understanding our customer’s expectations and perception

Understand the benefit of using SLAs effectively as a service quality improvement too

Understand the importance of a reward and recognition strategy and identify some different methods of reward and recognition

Implementation Planning

Determine how to develop a project plan to set-up or re-design the Service Desk

Identify the steps required in a project plan

Understand the importance of effective Process Management

Examine the ITSM processes with which the Service Desk has involvement

Determine the function of the Service Desk within the problem management process

Identify methods for setting priorities

Understand ways to maximise the use of knowledge management

Determine the importance of a good change management process

Operational Processes

Understand the importance of clear and straightforward processes within the workplace

Determine the benefits of a problem management process, and its interfaces with other key processes

Understand the importance of root cause analysis

Review the importance and benefit of metrics as part of the customer service processes

People and Motivation

Examine motivational theories and how they apply within the workplace

Identify the key skills and attributes required for Service Desk staff

Review work environment factors and their impact on staff motivation and behaviour

People Skills and Knowledge

Determine different categories of skills and knowledge required by staff

Identify the core business knowledge all staff should possess as a minimum

Determine the manner in which staff currently acquire their skills and knowledge

Quality Assurance

Understand the common QA practices used to assess, modify and improve IT services in order to meet and exceed customer expectation

Understand the role of benchmarking in the Service Desk environment in order to obtain a comparative evaluation of performance

Tools and Technologies

Identify the commonly used Service Desk tools and technologies, their benefits and pitfall

Examine the various knowledge tools available to the Service Desk

Identify which tools we use, which we need and why we need them

Business Mastery

Understand the responsibilities of the Service Desk in contributing to IT and business objective

Implement ways to recognize and promote the benefits a Service Desk brings to the business

Gain a basic understanding of financial principles and business awareness

Organisational Leadership

Identify the skills required for the Service Desk team from the customer’s perspective

Determine methods to recruit and retain talented staff

Identify the qualities that make for effective leadership and how to develop them

Professional Development

Determine how well we manage our time and develop ways for improving our time management skill

Understand the importance of continual personal development, continual learning and of staying current within the industry

Identify techniques for staff assessment and staff development