Executive Development Programme in Tech Support Service Desk Operation
-- ViewingNowThe Executive Development Programme in Tech Support Service Desk Operation certificate course is a valuable investment for professionals seeking to advance in the technology industry. This program emphasizes the importance of effective service desk operation, a critical component in any tech-driven business.
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โข Tech Support Service Desk Foundation: Understanding the basics and importance of a service desk, incident management, problem management, and change management in the tech support service desk environment.
โข Customer Service Skills: Developing effective communication, interpersonal, and problem-solving skills to handle customer queries and complaints professionally.
โข ITIL Framework: Familiarizing with the ITIL best practices to streamline service desk operations, including service support and service delivery processes.
โข Service Desk Tools & Technologies: Learning to use ITSM tools, such as ServiceNow, BMC Helix, or Jira Service Management, to manage and automate service desk processes.
โข IT Infrastructure & Networking: Gaining an understanding of IT infrastructure components, such as servers, storage, and networking, to effectively troubleshoot issues.
โข Security & Compliance: Understanding the importance of data security and privacy in a tech support service desk, and how to maintain compliance with industry regulations and standards.
โข Performance Metrics & KPIs: Measuring and analyzing service desk performance using metrics, such as first-call resolution rate, average speed of answer, and customer satisfaction score.
โข Continual Service Improvement: Implementing a culture of continual service improvement, identifying areas for improvement, and implementing changes to enhance service desk performance.
โข Project Management: Applying project management principles to plan, execute, and monitor service desk projects, such as tool implementations or process re-engineering.
โข Leadership & Team Management: Developing leadership and team management skills to effectively lead and motivate a service desk team, and to handle personnel-related issues.
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