Objectives
On successful completion of this course, attendees will
be able to:
- define the role of the Service Desk in relation to other IS departments
- list the tools available to assist with Service Desk operation
- describe the physical and procedural requirements for an effective Service Desk
- record and respond professionally to customers’ problems and queries
- implement effective liaison with the Service Desk’s users
- make recommendations to improve their Service Desks.
Who Should Attend
Service Desk/Help Desk managers, supervisors and operators.
Prerequisites
All attendees should be conversant with the organisation and functions of their IS environments.
Duration
2 days
Fee
£825 (ex. VAT)
Course Code
MGG1 |
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Contents
The Service Desk and its Place in the Organisation
Service Desk concepts; what is it called?; Service Desk objectives: problem handling and management; establishing scope: terminology; critical success factors.
The Service Desk Cycle
Problem flow identification, reporting/logging; problem determination: recovery, resolution, closing; setting priorities - a better way: determining importance, determining severity, assigning priority to the problem, timescales for resolution, feedback, escalation; procedures and check-lists, follow-up.
Reports and Analysis
Logging methods; trend analysis; Management reporting.
Creating a Culture
Service parameters & targets; hours of operation & staffing; Erlang calculations; staff skills, background and training; documentation.
Who Are Your Customers?
The Service Desk and its relationship with IS, change control, problem management systems; interfaces with other areas.
Marketing the Service Desk
To whom?; How?; techniques and examples.
Making it Work!
Early dangers; long term pitfalls; effectiveness analysis.
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