Help Desk Manager - Complete Certification Kit: Essential Study Guide and eLearning Program - Second Edition

- What are the most common mistakes made by Help Desk/Service Desk Managers?

- What’s the trick to running a great call center or help desk?

- How do you create value from a Help Desk standpoint

- What help desk and support system would you recommend for an IT service department?

- How do you measure and report staff and team performance?

- What should you look for in a Help Desk/Trouble Ticketing System?

Regardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population.

To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.

This study guide and its accompanying online learning program focus on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes.

This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam.

- Responsibilities Of A Help Desk Manager
- Example Job Advertisements For Help Desk Managers
- Hiring The Right Staff
- Factors In The Hiring Process
- Cost Analysis
- Job Analysis And Position Profiles
- Job Analysis Worksheet
- Topgrading
- Team Building
- Team Leader's Role In Managing Conflict
- Motivating Your Workforce
- Setting Goals
- Reward Systems
- Questions And Answers: Overcoming Evaluation Difficulties
- Conducting Effective Performance Reviews
- The Performance Management Process
- Key Performance Indicators (KPIs)
- Staff Retention
- IT Service Management
- Good Practices
- Service Operation Principles
- Service Operation Functions
- The Help Desk (Service Desk)
- Service Operation Processes
- Incident Management
- Request Fulfillment
- Selecting / Configuring Help Desk Tools
- Integration Of Knowledge Management Practices
- Review Questions