Professional Certificate in Tech Support Service Desk Design
-- ViewingNowThe Professional Certificate in Tech Support Service Desk Design is a crucial course for those interested in shaping the future of technology support. With the increasing reliance on technology in every industry, there's a growing demand for skilled tech support professionals who can design and manage efficient service desks.
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⢠Service Desk Fundamentals: Understanding the role and importance of a service desk in tech support, incident management, and service request fulfillment.
⢠Service Desk Metrics: Learning to measure and improve service desk performance through metrics such as first-contact resolution, average speed to answer, and customer satisfaction.
⢠ITIL Foundation: Introduction to the ITIL framework, including best practices for service desk design, incident management, problem management, and change enablement.
⢠Service Desk Tools and Automation: Exploring the use of service desk software, ticketing systems, and automation to improve efficiency and effectiveness.
⢠Customer Service Skills: Developing communication, empathy, and problem-solving skills to provide excellent customer service and manage customer expectations.
⢠Service Catalog Management: Creating and maintaining a service catalog to provide clear and consistent information about available services and service levels.
⢠Service Level Management: Defining and negotiating service level agreements (SLAs) with customers and ensuring that service desk operations meet or exceed those agreements.
⢠Incident Management: Implementing incident management processes to quickly restore normal service operation and minimize the impact on business operations.
⢠Problem Management: Identifying and addressing the root causes of incidents to prevent future occurrences and reduce service disruptions.
⢠Change Management: Managing changes to the IT infrastructure and service desk operations to minimize risk and ensure continuity of service.
Note: The above list of units is not exhaustive and can be modified based on the specific goals and requirements of the Professional Certificate program.
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