Desktop Support Management Course

Course Summary

This course is all about leading your first support or helpdesk team. It covers important aspects around people management, process management, and how your department fits into the bigger picture of a company.

Course Curriculum

Introduction
2 Lessons
- Welcome to the Course
  Start
- What You'll Learn
  Start
People Management
5 Lessons
- Drawing the Line in Support Lines
  Start
- Escalating Effectively
  Start
- Dealing with Difficult Team Members
  Start
- The Human Element
  Start
- Keeping Your Team's Promises
  Start
Process Management
5 Lessons
- Service Level Agreements
  Start
- Follow The Sun and Handovers
  Start
- Backlog Management
  Start
- The Importance of Repeatable Processes
  Start
- Activity - Mapping Processes
  Start
Conclusion
3 Lessons
- Further Resources
  Start
- Thank You!
  Start
- Additional Offerings
  Start

Course Pricing