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IT Service Desk: Management Fundamentals

Offered By: LinkedIn Learning

Tags

Information Technology Courses Customer Satisfaction Courses Incident Management Courses

Course Description

Overview

Learn to manage an IT service desk. Get industry-proven methodologies and tools to manage staffing, processes, and quality control.

Syllabus

Introduction
  • Welcome
  • What you should know
1. What Is a Service Desk?
  • Evolution of the service desk
  • Service desk frameworks
  • Service desk models
  • Definitions, terms, and language
  • People, process, and technology
2. Service Desk: The People
  • Staffing considerations: Asking the right questions
  • Staffing considerations: Data collection and methodology
  • Staffing requirements: Shrinkage
  • Defining people skill requirements
  • Learning and training requirements
  • Developing ongoing training
  • Mentoring
  • Coaching
3. Service Desk: The Processes
  • Defining processes and understanding their importance
  • Overview of service level agreements
  • Overview of incident management requests
  • Overview of processes
  • Process blueprints
4. Service Desk: The Technology
  • Technology overview
  • Telephony systems
  • Service management systems
  • Self-service components
5. Service Desk Quality
  • Defining and measuring quality
  • Policies and procedures
  • Developing a quality mindset
  • Developing a quality program
6. Building Relationships
  • Employee satisfaction
  • Process for building relationships
  • Communicating with customers
  • Measuring customer satisfaction: CSAT and NPS scores
  • Customer effort score (CES)
  • Interacting with other IT groups
Conclusion
  • Next steps

Taught by

Fancy Mills-Knebel

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