Being an effective Service Desk Manager requires a broad range of talents, from people-oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk management. The course also looks at the management of support methodologies and technologies and the tools utilised within the Service Desk.
It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Manager can utilise. The course is based upon the standards and objectives for SDI's Service Desk Manager qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDM exam.
The course is designed for both new and experienced Service Desk Managers, team leaders and supervisors. Between 3 and 5 years experience of the Service Desk environment is ideal.
Building the Right Conceptual Model
People and Motivation
People Skills and Knowledge
Tools and Technologies
Holders become qualified 'SDI - Service Desk Managers'
At the end of the course, delegates receive an exam voucher (by email) for them to book their exam via Pearson Vue or prometric.
Guide Price Per Delegate
Dates & Locations Available
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Connect 2 Courses
Fairford Community Centre, High Street, Fairford, Glos, GL7 4AF
Phone: 01285 711200
We provide quality training at affordable prices.
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