Service Desk Manager Training

• Understanding customer's expectations and perceptions
• Understand the benefit of using SLAs.
• Understand the importance of a reward and recognition strategy
• Identify some different methods of reward and recognition

• Determine how to create a project plan for the Service Desk's setup or redesign. Identify the processes that must be included in a project plan.
• Recognize the significance of good process management.
• Examine which ITSM processes the Service Desk is involved with.
• Establish the role of the Service Desk in the problem-solving process.
• Identify techniques for prioritizing tasks.
• Learn how to make the most of knowledge management.
• Determine the significance of a successful change management strategy.

• Understand the importance of processes within the work environment.
• Determine the benefits of a problem management process.
• Understanding the importance of root cause analysis
• Review the importance and benefit of metrics as part of the customer service processes

• Investigate motivational theories and their application in the workplace.
• Review work environment characteristics
• Identify the behavioral skills and attributes required for Service Desk workers.

• Understanding the skills and knowledge required by staff
• Identify the core business knowledge all staff should possess as a minimum

• To meet and exceed customer expectations, understand the standard QA procedures used to assess, adapt, and improve IT services.
• Recognize the need of benchmarking in the Service Desk environment in order to achieve a performance comparison.

• Identify the commonly used Service Desk tools and technologies, their benefits and pitfalls
• Examine the various knowledge tools available to the Service Desk
• Identify which tools we use, which we need and why we need them

• Understanding the responsibilities of the Service Desk in contributing to IT and business objectives
• 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

• Identify the skills required for the Service Desk team from the customer's perspective and ours
• Determine methods to recruit and retain talented staff
• Identify the qualities that make for effective leadership and how to develop them

• Determine how well we manage our time and develop ways for improving our time management skills
• Understand the importance of continual personal development, continual learning and of staying current within the industry
• Identify techniques for staff assessment and staff development

• Summarize all the points discussed.

At HKR trainings, we provide practice tests at the end of the course , community question and answers, also Service desk Manager interview question and answers and Sample Resumes to crack the interview.

We at HKR trainings provide the learners with practice Mock Interview Sessions and excellent Job Support at the end of the course.