Service Desk Manager Training

Understand the role of support within the context of the organisations overall mission and strategic business goals
Determine the design and set-up of a successful support organisation based on proven strategies and known best practices
Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk.

Understand the importance of business and IT integration
Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities
Understand the importance and need for goals and objectives
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

Recognise and understand the importance of understanding our customer’s expectations and perceptions
Understand the benefit of using SLAs effectively as a service quality improvement tool
Understand the importance of a reward and recognition strategy and identify some different methods of reward and recognition