Being an effective service desk manager requires a broad range of talents, from people-oriented abilities and an awareness of marketing to financial acumen and presentation skills. This course provides a thorough understanding of, and a qualification in,
the twelve core areas of service desk management.
This interactive course, that from the beginning involves students via discussions, debates, exercises and presentations, leads to the Service Desk and Support Manager qualification. It reviews the student’s understanding of the service desk and support
environment and its pivotal role within the organisation, while promoting a greater understanding of the current market place and the responsibilities of a service desk manager.
The course reviews current working practices, identifies ways to assess and improve service offerings in line with best practices, and the importance and benefits of having good processes and procedures in place. Additionally, students review the skills,
attributes and knowledge their staff require to meet the demands of today’s service desk environment.