Unlock Your Potential with the IT Service Desk: Management Fundamentals – Fancy Mills Knebel Course on CoursesGB.

At CoursesGB, we're dedicated to providing top-quality online courses designed to equip you with the essential skills and knowledge for personal and professional success. The IT Service Desk: Management Fundamentals – Fancy Mills Knebel course offers practical insights, actionable techniques, and proven strategies, making it ideal for learners of all skill levels. Enjoy a 100% online and self-paced learning experience guided by industry experts. Enroll now and take your learning journey to the next level!

No service desk runs efficiently without proper oversight Service desk managers are key to effective tech support teams—and industry-proven methodologies and tools are key to a manager's success. This course covers the processes and tools new IT managers need to manage service desk staff and make service desk-related system decisions for the company. First, get familiar with different service desk staffing models and processes. Learn about the telephony systems and software—including social media management tools—that a service desk requires. Find out how to develop a system to ensure quality and define metrics to measure success. Plus, learn how to build important relationships with customers, within the team, and with other IT groups at your company. Instructor Fancy Mills has been helping technical support teams manage staffing and standard operating procedures for over 20 years. Let her help you develop the skills to manage your service desk and increase customer satisfaction.

Topics include:

What is a service desk?
Understanding the different service desk models
Staffing the service desk
Training staff
Mentoring and coaching
Defining processes
Reviewing technology, including telephony and management systems
Measuring quality
Building relationships

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