NES AIM Academy Courses

Duration: 2 days

Description
This 2 day course is for both managers and operatives of an IT Service Desk who wish to gain knowledge, ideas and skills which will help them maximise their contribution to raising the level of the performance of their Service Desk.

Structure
The format of the event is highly interactive and designed to present the information in memorable, enjoyable and manageable segments. Through the use of exercises and facilitated group discussion, delegates will be given full opportunity to test their understanding of the theory and the practical challenges they are likely to face as they put the theory into practice.

Course Documentation
Each delegate will receive a comprehensive course handout containing all of the course slides and full supporting documentation.

Course Content
Introduction to IT Service Management and the Role of the Service Desk

• Characteristics of excellent service 
• Achieving a service culture 
• Building the team
• Recruiting and retaining desk staff
• Essential, desirable and non-desirable skills and attributes 
• The physical desk environment
• Sharing the Vision
• The Goal
• Personal and team level management and motivation
• The Theory and Practice of Communication
• Transactional Analysis
• Using all of the communication channels
• Influencing skills
• The vocabulary of success
• The power and problem of email
• Going to the Next Level
• Continuous Service Improvement
• Empowerment