Masterclass Certificate in IT Support Team Leadership
-- ViewingNowThe Masterclass Certificate in IT Support Team Leadership is a comprehensive course, designed to empower IT professionals with essential skills for career advancement. This program focuses on developing leadership and management abilities, critical for IT team leaders.
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โข Team Leadership in IT Support: Understanding the role of a team leader in IT support, effective communication, and team management strategies.
โข IT Infrastructure and Systems: Overview of common IT systems, networks, and infrastructure components, including server, storage, and cloud technologies.
โข Incident and Problem Management: Best practices for incident and problem management, including troubleshooting, root cause analysis, and escalation procedures.
โข Project Management for IT Support Teams: Introduction to project management principles, including planning, scheduling, and risk management, adapted for IT support teams.
โข Change Management in IT Support: Implementing change management processes, including change requests, approvals, and post-implementation reviews.
โข IT Service Level Management: Understanding and implementing IT service level management, including service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs).
โข IT Security and Compliance: Overview of IT security best practices, including data protection, access control, and incident response, with a focus on compliance with industry standards and regulations.
โข Vendor Management in IT Support: Building and maintaining effective relationships with vendors, including contract negotiation, service delivery management, and performance monitoring.
โข Continual Service Improvement in IT Support: Implementing continual service improvement, including measuring and reporting on key performance indicators (KPIs), conducting customer satisfaction surveys, and identifying opportunities for improvement.
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