10 Success Factors for Service Desk Agents
What you'll learn
- What Service Desk leadership expects of you
- How to track, trend, and improve your performance
- How to communicate your value proposition
- Experience immediate benefits in your job performance and career success
- No IT experience necessary. You will learn everything you need to be successful as a Service Desk analyst, agent, or technician!
Over a 30-year career in IT service and support, I’ve had the honor and privilege of working with several thousand service desks as a consultant, speaker, writer, and course instructor.
I’ve learned over these many years that the industry’s most successful service desk agents have 10 behaviors in common that make them extraordinarily successful and enable them to achieve their full potential as IT support professionals.
As the author and instructor for this course, I will be sharing these success factors with you in a way that allows you to immediately put them to work in your own job and career. These success principles are surprisingly simple, yet enormously effective. You can expect to see benefits in your job performance and career success in days, if not hours.
There are no course prerequisites. All that’s required is a willingness to learn and adopt these proven success behaviors. I designed this course for any service desk analyst, agent, or technician who is in a customer facing position regardless of your experience level.
Whether you work in chat, voice, email, the web or any other channel, these success factors will put you on a fast track to better performance and greater career success.
This course is designed in 10 modules, each representing one proven success factor, and addresses topics such as career path, leadership, metrics, and training. Feel free to look through the course description, and we look forward to seeing you inside. Thank you.
Who this course is for:
- Any service desk analyst, agent, or technician in a customer facing position regardless of your experience level.
MetricNet is the global leader in IT Service and Support and Contact Center Benchmarking and Performance Improvement Consulting. More than half of the Global 2000 rely on MetricNet benchmarks and best practices advisory to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable industry benchmarks from their website. With a global benchmarking database of nearly 4,000 Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
Your instructor, Jeff Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named to HDI’s Top 25 Thought Leaders list for five years and has served on HDI’s Strategic Advisory Board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery.
As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best-selling book on benchmarking and has been retained as a benchmarking expert by such iconic companies as American Express, USAA, Coca-Cola, and Emory Healthcare.
Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering.