Help Desk - Manager
3.4 (6 ratings)
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Help Desk - Manager

A help desk course about managing, hiring and building a team in a help desk environment.
3.4 (6 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
84 students enrolled
Last updated 3/2015
English
Current price: $10 Original price: $50 Discount: 80% off
1 day left at this price!
30-Day Money-Back Guarantee
Includes:
  • 2.5 hours on-demand video
  • 1 min on-demand audio
  • 18 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I 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
View Curriculum
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 and associated workbook 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 is the target audience?
  • 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.
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Curriculum For This Course
60 Lectures
07:22:36
+
Introduction
1 Lecture 04:55
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Hiring New Staff
9 Lectures 16:15

This lecture will discuss hiring smartly, along with the idea that hiring should be easy.

Preview 01:07

This lecture will discuss a to-do list, expectations, technical skills, and attributes in hiring new staff.

Preview 02:31

This lecture will discuss having others check your list, chart reviews, and the essentials in hiring new staff.

Preview 03:00

This lecture will talk about creating job descriptions and getting the word out in hiring new staff.

Create Job Description and Get the Word Out
01:26

This lecture will discuss the preparation and resources needed for the interview.

Narrow your Application Pool, Prepare for the Interview and Resources
01:36

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.

Know Who you are Talking To, Asking the Right Questions, About Discrimination
00:50

This lecture will continue to discuss the interview process.

Open-ended, Relevant to the Position and the Individual & The Interview
02:16

This lecture will discuss evaluation, background check, and steps in hiring.

Evaluation, In Review, Background Check, Extend the Offer & Steps in Hiring
03:29

Quiz One
2 questions

This PDF file contains Section 2 of this course. You can download the complete e book at the end of this course.

Reading Assignment 1
12 pages
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Topgrading
5 Lectures 11:44

This lecture will talk about the definition and process of Topgrading.

Introduction and Definition of Topgrading
01:37

This lecture will discuss the definition of A-players, knowing the best of the rest, and appropriate compensation.

Definition of A-players, Best of the Rest and Appropriate Compensation
01:22

This lecture will discuss the implementation, best practices in Topgrading.

The Big Question, Implementation, Best Practices, Talent Review and Scorecards
04:12

This lecture will talk about the interview and the types of interview.

Interview Process and Types of Interview
04:33

Quiz Two
2 questions

This PDF file contains Section 3 of this course. You can download the complete e book at the end of this course.

Reading Assignment 2
26 pages
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Team Building
9 Lectures 36:15

This lecture will discuss working in a team, the different types of team, and explain teamwork success.

Working in a Team, Types of Team and Teamwork Success
05:38

This lecture will discuss employee involvement, team conflict, and the team leader’s role in managing conflict.

Employee Involvement, Team Conflict and Team Leaders Role in Managing Conflict
05:05

This lecture will discuss leadership, the LEAD Model, and knowing what kind of a leader you are.

Leadership, Learning to be a Leader, LEAD Model & What Sort of a Leader are You
08:39

This lecture will talk about leading by example and the management process.

Lead by Example and Management Process
04:27

This lecture will discuss the coaching staff and skills in managing a team.

How to Motivate, Coaching Staff and Coaching Skills
04:28

This lecture will discuss working together, contributing to the team, and explain why training is needed.

Working Together, Why is Training Needed and Contributing to the Team
01:48

This lecture will discuss learning organizations, the development cycle, and performance appraisals.

Learning Organizations, Development Cycle and Performance Appraisals
03:02

This lecture will talk about cross training and site samples of poor management.

Cross Training and Poor Management
03:08

Quiz Three
2 questions

This PDF file contains Section 4 of this course. You can download the complete e book at the end of this course.

Reading Assignment 3
4 pages
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Managing Your Team
10 Lectures 19:14

This lecture will introduce a discussion on managing a team.

Introduction, All About Money, and Reward and Recognition
00:57

This lecture will discuss the cost, factors, and goals of managing a team.

The Cost, Factors, Challenging Goals and Clear Instruction
01:29

This lecture will discuss tasks, feedback, rewards, and incentives in managing a team.

Meaningful Tasks, Feedback, Rewards and Incentives
02:14

This lecture will discuss who benefits from managing a team and the bottom line of managing a team.

No Single Rewards, Who Benefits and The Bottom Line
01:22

This lecture will talk about performance reviews in managing a team.

Performance Reviews and Avoidance
00:48

This lecture will discuss tips for a better performance review, as well as tips for signs of success.

Tips for a Better Performance Review and Signs of Success
04:27

This lecture will discuss the retention of Quality and best workplaces in managing a team.

Retention of Quality, What can We Do, Research and Best Workplaces
02:46

This lecture will discuss motivational strategies, most important attributes, and collecting feedback.

Motivational Strategies, Rates, Most Important Attributes & Collecting Feedback
02:20

This lecture will discuss cluster surveys and exit interview surveys.

Ask, Cluster Surveys, Started Feedback, Stay and Exit Interview Survey
02:51

Quiz Four
2 questions

This PDF file contains Section 5 of this course. You can download the complete e book at the end of this course.

Reading Assignment 4
18 pages
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IT Service Management Principles
9 Lectures 38:48

This lecture will introduce and define ITSM.

Introduction, Definition and Good Practice for ITSM?
03:58

This lecture will discuss IT alignment and will define service and process under IT service management.

Business, IT Alignment, Definition of Services and Process & the Generic Process
08:30

This lecture will identify the difference between process owner and service owner.

Function and Process Owner vs Service Owner
04:51

This lecture will talk about the service lifecycle.

Service Lifecycle
06:45

This discussion will focus on IT financial management.

IT Financial Management
03:10

This discussion will focus on demand management.

Demand Management
05:50

This discussion will focus on request fulfillment.

Request Fulfillment
01:21

This discussion will focus on access management.

Access Management
04:23

Quiz Five
2 questions

This PDF file contains Section 6 of this course. You can download the complete e book at the end of this course.

Reading Assignment 5
16 pages
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Selecting a Help Desk Tool
4 Lectures 07:58

This lecture will discuss the importance of supporting technology, as well as the common and additional features in selecting a help desk tool.

Importance of Supporting Technology, Common Features and Additional Features
03:49

This lecture will talk about the selection process in choosing a help desk tool and the introduction of knowledge management integration.

Selection Process and Knowledge Management Integration
02:15

This lecture will talk about workflow management and the major tool vendors of help desk tools.

Workflow Management and Major Tool Vendors
01:54

Quiz Six
2 questions

This PDF file contains Section 7 of this course. You can download the complete e book at the end of this course.

Reading Assignment 6
32 pages
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Exercises
7 Lectures 00:00
Exercise 1
1 page

Exercise 2
2 pages

Exercise 3
1 page

Exercise 4
1 page

Exercise 5
1 page

Exercise 6
2 pages

Exercise 7
2 pages
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Course Resources
3 Lectures 00:00
Answers to Exercise 7
1 page

This e book contains the entire Help Desk Manager course in a PDF format.

Hep Desk - Manager Complete Certificate Kit Book
182 pages

This PDF file contains all the answers to all the quizzes in each section of this course.

Quiz Answer Sheet
3 pages
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Help Desk Manager Certification
3 Lectures 01:27

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 exams@artofservice.com.au to purchase your exam voucher and sit your final exam.

Access includes a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

You will receive a PDF certificate through your email upon passing the examination.

Final Exam
1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.


Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
01:27
About the Instructor
The Art Of Service
3.5 Average rating
443 Reviews
5,081 Students
57 Courses
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What drives us?

In one word? YOU

You are front, center and behind every decision we make in our business.

  • You are starting out in the IT industry
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For you we created the Foundation level courses as well as the Core Series for IT

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For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

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  • You need to present on a subject at the next team meeting and are not quite sure where to start

For you we created the Toolkits as well as the Core Series for IT


Our motto:
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We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.

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