- We covered a lot of ground in our sessions,…there are so many exciting strategies…and tools we can use as service desk managers.…I hope that you've enjoyed listening to and learning from…our examples on how to implement strategies…and best practices.…What is your next step with all the information…that we've covered?…Hopefully you've created content that includes…documenting your process, writing down questions…to take back to your leadership team,…and taking notes on specific strategies…that you want to implement.…Be sure to look through the information in your notes…and think about your three key takeaways…that you can implement immediately.…
You may also want to share this information…with a member of management,…who can help hold you accountable as well to implementing…what you've learned.…In this course we've focused specifically on management,…and if you would like to focus on the learning…and development of your technicians,…I would recommend watching…IT Service Desk: Customer Service Fundamentals.…Thank you so much for coming along on our learning journey…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
Next steps1m 12s
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