SDI© Service Desk Manager

SDI© Service Desk Manager

Summary

Location

Location

Malaysia

Duration

Duration

4 Days
Format

Format

Public Class

Public Class

Unlocking Success with a Service Desk Manager

In the fast-paced world of IT and customer support, the role of a Service Desk Manager is like the captain of a ship, steering the team towards success. Imagine the impact of having the right person to lead, motivate, and manage your service desk team. That’s exactly what the SDI© Service Desk Manager course is all about.

Elevate Your Career

Are you an existing or aspiring service desk manager or supervisor with at least three years of experience in the field? This course is your golden ticket to unlock new opportunities. With a comprehensive curriculum covering everything from strategic planning and essential management skills to the latest in IT service management, you’ll graduate with an internationally recognized qualification from APMG International®.

What You'll Learn

Our interactive five-day program is not just about theory; it’s about practical, real-world application. You’ll delve into defining strategic requirements, developing a strategic role, mastering essential management skills, and promoting your service desk effectively. But that’s not all. You’ll also gain expertise in quality assurance activities, the effective management of tools and technologies, staff recruitment, retention, and development, professional development, leadership, and the crucial role of the service desk in key ITIL® processes.

Ready to steer your career towards success as a service desk manager? Enroll in the SDI© Service Desk Manager course and take the helm of your future today!

Course Details

Course Code: SDM; Course Duration: 4 Days; Instructor-led

Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills.

This course provides a thorough understanding of, and qualification in, the twelve core areas of service desk management.

Exam is included

Audience

This SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management skills. Suitable for those with at least three years’ experience in a service desk environment.

Prerequisites

SDI® Service Desk Analyst and one to three years of service desk management experience.

Methodology

This program will be conducted with interactive lectures, PowerPoint presentation, discussion and practical exercise.

Course Objectives

This interactive five-day SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation.

Suitable for those with at least three years experience in a service desk environment.

Following the completion of the course, delegates will have:

  • A thorough grounding in the skills required to lead, motivate and manage a service desk team.
  • The complete service desk management tool kit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
  • An internationally recognised SDM qualification from APMG international®.

Outlines

Plan for the strategic development of the service desk to support an organisation’s overall business goals.

Define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.

Examine key commercial management skills including integrating IT service, financial management, managing behaviours and communication

Identify the need for relationship and network building.

Understanding the promotional tool-kit available to the service desk.

Review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models.

Review and evaluate the service desk technology market, ACD and CTI, service delivery communication channels, self-service and self-healing.

Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.

Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.

Discover how to be an effective leader and manager, improve your professional development, and hone your teamwork, coaching, mentoring and stress management skills.

Examine service desk responsibilities in key ITIL® processes.

Accordion Content

Trainers

Reviews

Interested In

SDI© Service Desk Manager

Starting From
RM6000
Intake Date
26-29 FEB 2024
,
16-19 MAY 2024
,
5-8 AUG 2024
,
25-28 NOV 2024
Class Type
Private, Public

Why Us

Variety of Courses

Variety of Courses

Customizable Class

Customizable Class

Consultants Facilitate

Consultants Facilitate

HRDF Claimable

HRDF Claimable

Professional Certifications

Professional Certifications

Free Chat to Get Quote

Free Chat to Get Quote

Related Courses

Book Now

Course Name: SDI© Service Desk Manager
Duration: 4 Days
Class Type *
Intake Date *
First Name *
Last Name *
Email *
Contact No. *
Pax *
Total Price: RM
0.00

Enquire Now

Course Name *
Name *
Email *
Contact No. *
Enquiry For
Company Name *
Job Position *
Message *

Download Details

Name *
Email *
Contact No. *