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Service Desk Manager

Between the upper corporate level of a service desk organisation and the service desk analysts at the bottom, an important group of service desk managers, enable higher levels of performance to be achieved. There are man... Show More
Course Prerequisites:
Working knowledge of a service desk preferably with three years’ experience
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Instructor-Led Training (ILT)

Attend training in a classroom environment at a campus near you. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.

4 Days

Course Schedule

Upcoming dates for Service Desk Manager

Course Content

Defining strategic requirements

  • Characteristics of a successful service desk
  • Vision and mission statements
  • Service desk best practice
  • A global perspective


Developing a strategic role

  • Service ethics
  • Honouring commitments
  • Managing the customer experience
  • Social responsibility


Essential management skills

  • The role of the service desk manager
  • Business knowledge
  • Strategy and vision
  • Financial management
  • The business case
  • Change and project management
  • Essential management behaviours
  • Communication skills


Integrating the service desk

  • Effective working relationships
  • Conducting assessments e.g. SWOT, CSA, etc.
  • Sourcing models


Promoting the service desk IT Service management

  • The objectives of ITSM
  • Incident management
  • Request fulfilment
  • Problem management
  • IT change management
  • Release and deployment management
  • Service asset and configuration management
  • Knowledge management
  • Information security and access management
  • IT service continuity management
  • Service catalogue management
  • Service level management (SLM)
  • Service level management


Quality assurance activities

  • Quality and the service desk
  • Customer feedback
  • Customer satisfaction surveys
  • Benchmarking
  • Monitoring
  • Informal support
  • Support delivery
  • Measuring the service desk
  • Resource management


Effective management of tools & techniques

  • Service desk infrastructure
  • Service management systems and tool sets
  • Telephony and Computer telephony integration
  • Support delivery tools and methodologies
  • IT self-service
  • Self-help technology and Self-healing tools
  • Cloud computing


Staff recruitment, retention and development

  • Recruitment
  • The structured induction process
  • Structured training and development
  • Staff retention
  • Staffing strategy


Leadership and management

  • Effective management
  • Leadership
  • Motivation
  • Service desk performance
  • Teamwork


Professional development

  • Staff development
  • Coaching
  • Mentoring
  • Stress management

CTU Training Solutions is an ATO Affiliate Partner of Stratsure.

CTU Training Solutions , Updated: March 12th, 2018

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The course information above is subject to change without notification due to market trends in the industry, legislation and/or programme version updates. Terms and Conditions

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