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This four-day Service Desk & Support Manager course is focused on equipping support managers with the essential skills required to manage, improve and deliver a service desk function.
The course consists of lectures, exercises, discussions, examination practice and technique and culminates with the examination
The course also looks at support methodologies and technologies; tools utilised within the Service Desk; staffing considerations; social media in the service desk; Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and developing effective problem solving skills within the team.
It is based upon the standards and objectives for SDIâ€™s Service Desk & Support Manager qualification and ensures that students are provided with the knowledge, information and tools to take the SDI-M exam.
The SDIÂ® Service Desk & Support Manager course would suit candidates working in the following professions or areas:
The Service Desk is fast becoming critical to the IT organisation; what was once seen as place to simply capture and deal with faults and issues has quickly become a strategic differentiator for many organisations.
After attendance on this course, candidates will recognise and understand the importance of understanding our customerâ€™s expectations and perceptions, along with understanding the benefit of using SLAs effectively as a service quality improvement tool.
Designed for both new and experienced service desk managers, team leaders and supervisors with between 3 and 5 years experience of the service desk environment.
There is no prereading associated with this course.
SDI- Service Desk Manager Certificate
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Once you have successfully completed the training course you will be awarded the Certificate in SDI- Service Desk Manager