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Certified Service Desk Manager (CSDM) Course Overview
The Service Desk Manager must undertake roles such as controlling and managing the overall smooth running of the service desk and deal with any incidents that occur. In a course lasting four days, delegates will develop their understanding of Service Desk management best practice. Training is intensive and designed to ensure that candidates are grounded in the skills and techniques need to guide, inspire, and manage a Service Desk team.
Certified Service Desk Manager (CSDM) Course Outline
This course has been carefully designed to provide Service Desk Managers and Supervisors with a coherent understanding of the Service Desk and Support Environment. This course is set out in a modular format:
- Defining Strategic Requirements
- Developing a Strategic Role
- Essential Management Skills
- Integrating the Service Desk
- Promoting the Service Desk
- Quality Assurance Activities
- Effective Management of Tools and Technologies
- Staff Recruitment, Retention, and Development
- Professional Development
- Leadership & Management
- IT Service Management
Who is this course for?
Anybody looking to learn how to manage an IT service helpdesk.
Who should attend this Service Desk Training Course?
This course is ideal for both new and experienced Service Desk Managers, Team Leaders, and Supervisors.
This course is suitable for professionals with at least three years of service desk experience.
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