Help Desk Manager

ID
1570
Course Code
GMLWS050
Title
Help Desk Manager
Category
Management and Leadership
Date
05-09 Jan
Location
Dubai
Country
UAE
Fees
2500 $
Desc

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