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Service Desk Institute

Between the upper corporate level of a service desk organisation and the service desk analysts at the bottom, an important group of service desk managers, enable higher levels of performance to be achieved.

There are many skills and competencies that service desk managers (at all levels) require to perform their roles effectively.  This best practice course stimulates delegates to become more professional in all aspects of the role they play - as a life style.

The importance of delivering high quality customer service in today’s support environment means that the responsibilities of IT support analysts are many and, as a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.

Excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS or through social media channels to its agreed IT service levels.  This course equips analysts with the essential skills for delivering an excellent level of customer service and support.

Analyst, 3 days

1 - 3 April and 1 - 3 October

Manager, 4 days

6 - 9 May and 9 - 12 September