Expert Helpdesk & Service Desk Manager: Be a Great Leader

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Emilio Aguero

6:33:41

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1. Lets get started

1. What Youll Learn.mp4

03:25

2.1 IT Managers of all Shapes and Sizes.pdf

2. Introduction To Different IT Manager Types.mp4

09:47

2. Managing a Helpdesk Environment

1. Service Desk Operations.mp4

13:48

2. About ITIL.mp4

18:50

3.1 Level 1, 2, 3.pdf

3. IT Support Levels 1, 2, 3.mp4

13:16

4.1 The Ticketing System.pdf

4. Tickets Incidents and Service Requests.mp4

25:28

5.1 Service Level Agreements.pdf

5. Importance of SLAs.mp4

27:07

6.1 Customers and Stakeholders.pdf

6. Customers & Stakeholders.mp4

05:00

3. Technology Hardware and Software

1. Types of Tech.mp4

11:43

2.1 What is a Domain and AD.pdf

2. What is a Domain.mp4

05:50

3.1 How is Active Directory structured.pdf

3. About Active Directory.mp4

13:13

4. Supporting the users

1.1 Managing Devices 101.pdf

1. Managing Computers and Peripherals.mp4

21:43

2. Application Management.mp4

05:04

3.1 Level 0 IT Support.pdf

3. Level 0 support.mp4

10:32

4. Operating Systems Types.mp4

07:58

5.1 About BYOD.pdf

5. Bring Your Own Devices (BYOD).mp4

12:13

6. Office Phones.mp4

08:15

7.1 MFDs and Printer Management.pdf

7. Printers & Scanners.mp4

14:08

8.1 Onboarding Process.pdf

8. Onboarding Processes.mp4

14:58

9.1 Induction Process.pdf

9. Staff Inductions.mp4

16:50

5. Security, Monitoring & Backups

1. Protecting the Tech.mp4

07:56

2.1 Keeing systems secure, updated and patched.pdf

2. Desktop + Laptop Security.mp4

09:51

3.1 Patching 101.pdf

3.2 Patching Calendar (Template).pdf

3. Patching.mp4

08:23

4. End-User Backups.mp4

07:50

6. Making a Great Manager

1. Know The Tech.mp4

00:46

2.1 How to be Organised.pdf

2. Be Organised.mp4

09:28

3. Use Mistakes.mp4

05:41

4.1 Keeping up to date.pdf

4. Keep Updated.mp4

03:56

5. Keeping it Simple.mp4

04:16

6. Be Understanding.mp4

03:17

7. Managing a Team

1.1 Managing People.pdf

1. Team Management.mp4

02:44

2. System Knowledge.mp4

11:39

3.1 Leading by example.pdf

3. Lead by Example.mp4

03:40

4. Lots of Meetings.mp4

06:01

5.1 Tech Skills.pdf

5. High Performance Teams.mp4

05:56

6. Make Sure You Delegate.mp4

03:04

8. The Important Stuff

1. Ticket Reporting.mp4

08:58

2. Vendors & Suppliers.mp4

06:03

3.1 Documentation is key.pdf

3. Document Your Tech.mp4

04:21

4. 3-5 Year Tech Lifecycle.mp4

07:17

5.1 Asset Registers overview.pdf

5.2 AssetRegister Template.xlsx

5. Asset Registers.mp4

08:10

9. What Now

1. What Now.mp4

05:16

Description

Learn the Best Practices and Strategies for Leading a Successful Helpdesk and Service Desk Team

What You'll Learn?

Optimizing Service Desk Operations
Team Motivation and Leadership
Effective Communication Strategies
Adapting to Technological Advancements
Enhancing Customer Service Excellence

Who is this for?

IT Professionals Seeking Leadership Roles

Professionals Involved in IT Service Management

Helpdesk and Service Desk Technicians

Technicians and Support Analysts

What You Need to Know?

Basic IT Knowledge

Familiarity with basic IT Infrastructure

Comfort with Technology Tools

More details

Description
This training course is designed for IT professionals aspiring to lead and excel in the dynamic environment of helpdesk and service desk management. As a Helpdesk or Service Desk Manager, you'll face unique challenges in providing top-notch support, managing a team effectively, and ensuring customer satisfaction.
This course empowers you with the skills and strategies to not only meet these challenges head-on but to thrive as a leader in the field. From honing technical expertise to mastering leadership and team management, this course covers the critical aspects necessary for success in a service-oriented IT environment.

What we'll cover
Introduction to Helpdesk and Service Desk Management
Understanding the role and significance of helpdesk and service desk in IT operations.
Key responsibilities and challenges faced by Helpdesk and Service Desk Managers.
Technical Proficiency for Managers
Balancing technical expertise with managerial skills.
Staying updated on industry trends and emerging technologies.
Ensuring the team is equipped to handle a variety of technical issues.
Leadership and Team Management
Developing leadership skills specific to helpdesk and service desk environments.
Strategies for effective team management and motivation.
Fostering a positive and collaborative team culture.
Customer Service Excellence
Implementing customer-centric strategies.
Techniques for managing customer expectations and building strong client relationships.
Resolving customer issues with empathy and professionalism.
Incident and Ticket Management
Implementing efficient incident and problem management processes.
Strategies for quick and effective issue resolution.
Utilizing ITIL principles in incident and problem management.
Performance Metrics and Reporting
Establishing key performance indicators (KPIs) for the helpdesk/service desk.
Utilizing metrics to measure team performance and identify areas for improvement.
Generating insightful reports for management and stakeholders.
Managing Stakeholder Expectations
Communicating effectively with both internal and external stakeholders.
Aligning service desk goals with organizational objectives.
Strategies for managing challenging stakeholder situations.
This course is structured to provide a comprehensive skill set for Helpdesk and Service Desk Managers, covering technical aspects, leadership skills, customer service excellence, and the ability to adapt to the evolving landscape of IT support.
Participants will gain insights and practical knowledge to excel in their roles as leaders in helpdesk and service desk management.
Who this course is for:
IT Professionals Seeking Leadership Roles
Professionals Involved in IT Service Management
Helpdesk and Service Desk Technicians
Technicians and Support Analysts

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Leadership

Emilio Aguero

Instructor's Courses

Emilio is an accomplished professional and leader with over 20 years of with experience in IT professional services, digital transformation, infrastructure and operations management. Emilio loves helping people learn and achieve their goals, providing them the skills and expertise to make their professional careers better and more rewarding.Areas of Expertise include -- Win Server, macOS + integration- Storage Architecture- Virtualisation, VMware- Cybersecurity Hardening- IT Governance- DR and Backup Design

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