The Art of Service Learning Centre

Help Desk Manager Workbook Second Edition

Help Desk Manager Introduction

Lecture 2 Introduction, Smart Hiring and Hiring Seems Easy

Lecture 3 To Do List, Expectations, Technical Skills and Attributes

Lecture 4 Have Others Check your List, Legally Complaint, Chart Review and Essentials

Lecture 5 Create Job Description and Get the Word Out

Hiring Smart Part 1 Exercise

Lecture 6 Narrow your Application Pool, Prepare for the Interview and Resources

Lecture 7 Know Who you are Talking To, Asking the Right Questions, About Discrimination

Lecture 8 Open-ended, Relevant to the Position and the Individual & The Interview

Lecture 9 Evaluation, In Review, Background Check, Extend the Offer & Steps in Hiring

Hiring Smart Part 2 Exercise

Lecture 10 Introduction and Definition of Topgrading

Lecture 11 Definition of A-players, Best of the Rest and Appropriate Compensation

Lecture 13 The Big Question, Implementation, Best Practices, Talent Review and Scorecards

Lecture 14 Interview Process and Types of Interview

TopGrading Exercise

Lecture 16 Working in a Team, Types of Team and Teamwork Success

Lecture 17 Employee Involvement, Team Conflict and Team Leaders Role in Managing Conflict

Lecture 18 Leadership, Learning to be a Leader, LEAD Model & What Sort of a Leader are You

Lecture 19 Lead by Example and Management Process

Team Building Exercise

Lecture 20 How to Motivate, Coaching Staff and Coaching Skills

Lecture 21 Working Together, Why is Training Needed and Contributing to the Team

Lecture 22 Learning Organizations, Development Cycle and Performance Appraisals

Lecture 23 Cross Training and Poor Management

Motivating your Workplace Exercise

Lecture 25 Introduction, All About Money, and Reward and Recognition

Lecture 26 The Cost, Factors, Challenging Goals and Clear Instruction

Lecture 27 Meaningful Tasks, Feedback, Rewards and Incentives

Lecture 28 No Single Rewards, Who Benefits and The Bottom Line

Lecture 29 Performance Reviews and Avoidance

Lecture 30 Tips for a Better Performance Review and Signs of Success

Performance Review Exercise

Lecture 31 Retention of Quality, What can We Do, Research and Best Workplaces

Lecture 32 Motivational Strategies, Rates, Most Important Attributes & Collecting Feedback

Lecture 33 Ask, Cluster Surveys, Started Feedback, Stay and Exit Interview Survey

Staff Retention Exercise

Lecture 35 Introduction, Definition and Good Practice for ITSM

Lecture 36 Business, IT Alignment, Definition of Services and Process & the Generic Process

Lecture 37 Function and Process Owner vs Service Owner

Lecture 38 Service Lifecycle

Lecture 39 IT Financial Management

Lecture 40 Demand Management

Lecture 41 Request Fulfillment

Lecture 42 Access Management