Introduction
Service Desk in most important part of any organization, as this is the "Customers" and "users" interface with the whole range of IT services offered by an organization and providing Single Point of Contact (SPoC) for the users and resolving service interruptions as quickly as possible.
As the Service Desk is at the heart of most ITIL processes and operations, this 2-day training program equips you with the concepts, knowledge, skills and best practices used worldwide in IT Service Desks. Offering support staff clear targets and operational deliverables to achieve service excellence and best practice, as well as business efficiency and quality, this training is invaluable to every organization who wants to improve their Service Desk.
Contents
* Introduction of Service Desk and ITIL
o Introduction of Service Desk
o Basic concepts in Service Desk
o Types of Service Desk
o Benefits of Service Desk
o Introduction to ITIL
o Background and Service life cycles of ITIL
* ITIL Processes in Service Desk
o Incident documentation
o Incident management
o Request Fulfillment
o Service level management
o Escalations
o Status updates
o Problem management
o Change Management
o Knowledge Management
o Security Management
o IT service Continuity Management
* Skills
o Communication
o Verbal and non-verbal
o Communication skills
o Listening skills
o Written communication skills
o Questioning skills
o Problem solving skills
o Rapport techniques
o Negotiation and conflict
o Resolution skills
o Call management skills
o Stress management skills
o Time management skills
o Positive approach and attitude
o Call handling process
* Professionalism
o Profile of Service Desk Professional
o The Service Desk
o Service Commitment and Ethics
o Service Attitude
o Team Work
o Business Relationship
o Cultural sensitivity and Global perspective
* Metrics
o Quality assurance
o Customer satisfaction survey
o Service measurements and statistics
o Performance metrics
* Supported technologies and enabling tools
o Service desk technologies and tool
o Supported services
o Telephony
o Self-service Technology
o Self healing technology
Benefits
# The participants will learn: Concepts and Best practices of ITIL based Service Desk
# How to apply those concepts in your own environment
# Better Customer care, leading to greater satisfaction and loyalty
# Proactive service support
Recommended Participants
IT staff assigned on Service Desk as customer representatives, analysts, team leaders or managers.
Prerequisite
At least one year of experience at IT Support or Service Desk is desirable, but not mandatory.
Materials Provided
# Course reference manual containing printed copies of presentation, notes and exercises
# Course certificate
PDUs Assigned
This course qualifies for Fourteen (14) Professional Development Units (PDUs) from the Project Management Institute (PMI), USA.