Objectives:

By the end of the course, participants will be able to:

-          How to champion the support centre to c-level management communication and promoting the pivotal role of the help desk and support center to the organization.

-          techniques to better manage relationships ,

-          how to build vision/mission statements ,key tools and processes that lead to optimal support centre performance ,

-          How to effective market your support.

-          How to build and deliver on service level agreements, work in partnership with other business units and build great teams facilitates the development of a robust and respected support organization –one that you’ll be proud of.

Outline:

• Techniques for managing relationships across the enterprise
• Understand what is required to build service level agreements
• Tips and techniques to assist you in hiring training motivating and retaining top notch employees
• Value of mission /vision statements
• Key processes for ensuring a successful service  center performance
• Common technologies utilized in a service center
• Benefits of each of the service delivery models
• Outsourcing models and value of each model
• How to plan and manage enhancements to the help desk organization
• Negotiation and conflict resolution / management skills
• Methods for building and maintaining high-performance teams
• How to market your services internally /externally
• Valuable tips from discussions on real –life experiences