Help Desk Manager Complete Certification Kit

Help Desk Manager Complete Certification Course | taught by The Art of Service Team
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Course description

Help Desk Manager Complete Certification Course

This study guide and its accompanying online learning program focus on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes.

This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam.

What is included in this program?

1) Comprehensive study guide / textbook

2) 90 days access to online learning environment

3) Three months access to your personal instructor for study support and clarification

4) Certificate for successful candidates

- What are the most common mistakes made by Help Desk/Service Desk Managers?

- What’s the trick to running a great call center or help desk?

- How do you create value from a Help Desk standpoint

- What help desk and support system would you recommend for an IT service department?

- How do you measure and report staff and team performance?

- What should you look for in a Help Desk/Trouble Ticketing System?

Regardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population.

To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.

This study guide and its accompanying online learning program focus on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes.

This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam.

- Responsibilities Of A Help Desk Manager
- Example Job Advertisements For Help Desk Managers
- Hiring The Right Staff
- Factors In The Hiring Process
- Cost Analysis
- Job Analysis And Position Profiles
- Job Analysis Worksheet
- Topgrading
- Team Building
- Team Leader's Role In Managing Conflict
- Motivating Your Workforce
- Setting Goals
- Reward Systems
- Questions And Answers: Overcoming Evaluation Difficulties
- Conducting Effective Performance Reviews
- The Performance Management Process
- Key Performance Indicators (KPIs)
- Staff Retention
- IT Service Management
- Good Practices
- Service Operation Principles
- Service Operation Functions
- The Help Desk (Service Desk)
- Service Operation Processes
- Incident Management
- Request Fulfillment
- Selecting / Configuring Help Desk Tools
- Integration Of Knowledge Management Practices
- Review Questions

The Art of Service Team
The Art of Service Team
eLearning Support

The Art of Service has a team dedicated to your learning success! Our eLearning support team is available 7 days per week for ongoing support and to answer your course related questions.


Course Curriculum

Help Desk Manager Course
04:55
Help Desk Manager Workbook Second Edition
Help Desk Manager Introduction
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Hiring New Staff
16:18
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
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Topgrading
11:45
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
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Team Building
36:16
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
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Managing Your Team
19:17
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
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IT Service Management Principles
38:53
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
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Selecting a Help Desk Tool
08:00
Lecture 44 Importance of Supporting Technology, Common Features and Additional Features
Lecture 45 Selection Process and Knowledge Management Integration
Lecture 46 Workflow Management and Major Tool Vendors
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Exam Information and Sample Exams
Sample Exam
Course Evaluation Form
HD Manager Final Exam
TopGrading Exercise Answers
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