- So let's talk about how to get the most value out of this course. First, this course is specifically intended for service desk managers including new managers working in a variety of support channels and centers. You might be working in a call center help desk, support center or service desk. You might be supporting external customers or internal customers or both. But all the functions we perform are very similar. This course was developed with all ranges of experience in mind.
If you are a new technical support manager you will walk away with many skills techniques and strategies to manage service desks more efficiently and effectively. Experienced managers? You will able to refresh your knowledge and find new techniques that will help advance your skills. As you take the course think about your environment and how the content applies. Also, keep an open mind and think about how you can apply new ideas to familiar situations for better outcomes.
There are some many great techniques that can apply for different situations. Technical support is not one-size-fits-all. The lasting value of this course is in documenting and applying the new learning content long after class has ended. So take lots of notes write down questions and think about your action plan for what you want to implement after class.
- 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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