Become a Helpdesk & Service Desk Manager

Original price was: $45.00.Current price is: $8.00.

Learn how to lead and excel in the dynamic environment of helpdesk and service desk management.

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This training course is designed for IT professionals aspiring to lead and excel in the dynamic environment of helpdesk and service desk management. As a Helpdesk or Service Desk Manager, you’ll face unique challenges in providing top-notch support, managing a team effectively, and ensuring customer satisfaction.

What we’ll cover            

  1. Introduction to Helpdesk and Service Desk Management
    • Understanding the role and significance of helpdesk and service desk in IT operations.
    • Key responsibilities and challenges faced by Helpdesk and Service Desk Managers.
  2. Technical Proficiency for Managers
    • Balancing technical expertise with managerial skills.
    • Staying updated on industry trends and emerging technologies.
    • Ensuring the team is equipped to handle a variety of technical issues.
  3. Leadership and Team Management
    • Developing leadership skills specific to helpdesk and service desk environments.
    • Strategies for effective team management and motivation.
    • Fostering a positive and collaborative team culture.
  4. Customer Service Excellence
    • Implementing customer-centric strategies.
    • Techniques for managing customer expectations and building strong client relationships.
    • Resolving customer issues with empathy and professionalism.
  5. Incident and Ticket Management
    • Implementing efficient incident and problem management processes.
    • Strategies for quick and effective issue resolution.
    • Utilizing ITIL principles in incident and problem management.
  6. Performance Metrics and Reporting
    • Establishing key performance indicators (KPIs) for the helpdesk/service desk.
    • Utilizing metrics to measure team performance and identify areas for improvement.
    • Generating insightful reports for management and stakeholders.
  7. Managing Stakeholder Expectations
    • Communicating effectively with both internal and external stakeholders.
    • Aligning service desk goals with organizational objectives.
    • Strategies for managing challenging stakeholder situations.

Course Length

6hr 34min of instructor led video content along with handouts to aid learning.

Course Content

  • What You’ll Learn Helpdesk
  • Different IT Manager Types
  • Managing Devices
  • Different Support Levels
  • ITIL
  • The Ticketing System
  • Service Desk Operations
  • Customers & Stakeholders
  • Service Level Agreements (SLAs)
  • Types of Tech
  • What is a Domain
  • About AD
  • Managing Devices
  • Level 0 Support
  • Operating System Types
  • BYOD
  • SOE Development
  • Application Management
  • Printer & MFD Management
  • Office / Desk Phones
  • Onboarding Process
  • The Induction
  • Protecting Your Tech
  • Desktop + Laptop Security
  • Patching
  • End-User Backups
  • Know The Tech
  • Using Mistakes
  • Keep Updated
  • Be Organised
  • Keeping it Simple
  • Be Understanding
  • Team Management
  • System Knowledge
  • Lots of Meetings
  • High Performance Teams
  • Lead by Example
  • Make Sure You Delegate
  • 3-5 Year Tech Lifecycle
  • Asset Registers
  • Document Your Tech
  • Vendors & Suppliers
  • Ticket Reporting
  • What now