Help Desk - Manager

Name: Help Desk - Manager
Rating: 4.2 (114 reviews)

A help desk course about managing, hiring and building a team in a help desk environment.

Created byThe Art Of Service

Last updated 3/2015

English

What you'll learn

Understand and learn in hiring new staff
Learn top grading
Understand and learn on building and managing an effective team
Know the principles of IT service management

Course content

8 sections • 42 lectures • 2h 15m total length

Introduction to the Program4:55

Introduction, Smart Hiring and Hiring Seems Easy1:07
This lecture will discuss hiring smartly, along with the idea that hiring should be easy.
To Do List, Expectations, Technical Skills and Attributes2:31
This lecture will discuss a to-do list, expectations, technical skills, and attributes in hiring new staff.
Have Others Check your List, Legally Complaint, Chart Review and Essentials3:00
This lecture will discuss having others check your list, chart reviews, and the essentials in hiring new staff.
Create Job Description and Get the Word Out1:26
This lecture will talk about creating job descriptions and getting the word out in hiring new staff.
Narrow your Application Pool, Prepare for the Interview and Resources1:36
This lecture will discuss the preparation and resources needed for the interview.
Know Who you are Talking To, Asking the Right Questions, About Discrimination0:50
This lecture will discuss the things you need to know in holding an interview such as knowing the person you're talking to, asking the right questions, and watching out for discrimination.
Open-ended, Relevant to the Position and the Individual & The Interview2:16
This lecture will continue to discuss the interview process.
Evaluation, In Review, Background Check, Extend the Offer & Steps in Hiring3:29
This lecture will discuss evaluation, background check, and steps in hiring.

Introduction and Definition of Topgrading1:37
This lecture will talk about the definition and process of Topgrading.
Definition of A-players, Best of the Rest and Appropriate Compensation1:22
This lecture will discuss the definition of A-players, knowing the best of the rest, and appropriate compensation.
The Big Question, Implementation, Best Practices, Talent Review and Scorecards4:12
This lecture will discuss the implementation, best practices in Topgrading.
Interview Process and Types of Interview4:33
This lecture will talk about the interview and the types of interview.

Working in a Team, Types of Team and Teamwork Success5:38
This lecture will discuss working in a team, the different types of team, and explain teamwork success.
Employee Involvement, Team Conflict and Team Leaders Role in Managing Conflict5:05
This lecture will discuss employee involvement, team conflict, and the team leader’s role in managing conflict.
Leadership, Learning to be a Leader, LEAD Model & What Sort of a Leader are You8:39
This lecture will discuss leadership, the LEAD Model, and knowing what kind of a leader you are.
Lead by Example and Management Process4:27
This lecture will talk about leading by example and the management process.
How to Motivate, Coaching Staff and Coaching Skills4:28
This lecture will discuss the coaching staff and skills in managing a team.
Working Together, Why is Training Needed and Contributing to the Team1:48
This lecture will discuss working together, contributing to the team, and explain why training is needed.
Learning Organizations, Development Cycle and Performance Appraisals3:02
This lecture will discuss learning organizations, the development cycle, and performance appraisals.
Cross Training and Poor Management3:08
This lecture will talk about cross training and site samples of poor management.

Introduction, All About Money, and Reward and Recognition0:57
This lecture will introduce a discussion on managing a team.
The Cost, Factors, Challenging Goals and Clear Instruction1:29
This lecture will discuss the cost, factors, and goals of managing a team.
Meaningful Tasks, Feedback, Rewards and Incentives2:14
This lecture will discuss tasks, feedback, rewards, and incentives in managing a team.
No Single Rewards, Who Benefits and The Bottom Line1:22
This lecture will discuss who benefits from managing a team and the bottom line of managing a team.
Performance Reviews and Avoidance0:48
This lecture will talk about performance reviews in managing a team.
Tips for a Better Performance Review and Signs of Success4:27
This lecture will discuss tips for a better performance review, as well as tips for signs of success.
Retention of Quality, What can We Do, Research and Best Workplaces2:46
This lecture will discuss the retention of Quality and best workplaces in managing a team.
Motivational Strategies, Rates, Most Important Attributes & Collecting Feedback2:20
This lecture will discuss motivational strategies, most important attributes, and collecting feedback.
Ask, Cluster Surveys, Started Feedback, Stay and Exit Interview Survey2:51
This lecture will discuss cluster surveys and exit interview surveys.

Introduction, Definition and Good Practice for ITSM?3:58
This lecture will introduce and define ITSM.
Business, IT Alignment, Definition of Services and Process & the Generic Process8:30
This lecture will discuss IT alignment and will define service and process under IT service management.
Function and Process Owner vs Service Owner4:51
This lecture will identify the difference between process owner and service owner.
Service Lifecycle6:45
This lecture will talk about the service lifecycle.
IT Financial Management3:10
This discussion will focus on IT financial management.
Demand Management5:50
This discussion will focus on demand management.
Request Fulfillment1:21
This discussion will focus on request fulfillment.
Access Management4:23
This discussion will focus on access management.

Importance of Supporting Technology, Common Features and Additional Features3:49
This lecture will discuss the importance of supporting technology, as well as the common and additional features in selecting a help desk tool.
Selection Process and Knowledge Management Integration2:15
This lecture will talk about the selection process in choosing a help desk tool and the introduction of knowledge management integration.
Workflow Management and Major Tool Vendors1:54
This lecture will talk about workflow management and the major tool vendors of help desk tools.

Final Exam1:00
Now that you've finished your Udemy course, - you are eligible to sit your official Certification exam.

Certification is not mandatory.

Once you've completed the course, email our exam department at support@theartofservice.com to purchase your exam voucher and sit your final exam.
Exam access includes more information to better prepare for the exam including a workbook, sample exam plus the final exam.
You will receive a PDF certificate through your email upon passing the examination.
Please include the course name in your email for us to send the correct information.
Thank you

Requirements

Basic understanding of the business industry
Basic foundation of the help desk industry
Knowledge of the English language

Description

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

This program does assume the reader already has some technical knowledge that will be utilized in a Help Desk role. The focus of the program is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.

Who this course is for:

Anyone looking to gain an understanding of help desk manager and its practical application in the business environment.
New managers or experienced managers who are responsible for managing a help desk team and want to be effective and efficient leaders, while improving their own personal development.

Help Desk - Manager

What you'll learn

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Course content

Introduction1 lecture • 5min

Hiring New Staff8 lectures • 16min

Topgrading4 lectures • 12min

Team Building8 lectures • 36min

Managing Your Team9 lectures • 19min

IT Service Management Principles8 lectures • 39min

Selecting a Help Desk Tool3 lectures • 8min