Help Desk Manager (HDM) Fast Track

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This course has been developed to cover the agreed standards and objectives for the Help Desk Institute's Help Desk Manager qualification. The course content matches that of HDM 1 and HDM 2 bus is delivered in a more intensive format.



Throughout the 5 days, delegates are encouraged to participate in discussions and group exercises that should enrich their knowledge and understanding of their environment. They will participate in discussions and group exercises on the role and responsibilities of the modern help desk and determine the necessary attributes, skills and knowledge required for their staff. All delegates should, on completing the course, have developed plans that they can implement to improve the desk's contribution to the business and to the development and enhancement of their team and themselves.

Delivery:
  • Classroom
Regions:
  • The West Midlands
  • London
Category:

Further Details

Course objectives:


  • To provide sufficient information and knowledge to enable delegates to design and set up a help desk operation capable of achieving the goals established for it


  • Review existing processes and procedures against recommended guidelines as described and discussed within this course and from the findings develop a service improvement programme


  • To review the key 'people issues': motivation, skills and knowledge and determine methods by which delegates can enable their staff to work effectively and positively


  • To understand the importance of 'getting close' to customers to enable delegates to meet and/or manage their needs and expectations


  • Develop a greater understanding of today's business environment and the place th esupport centre and/or help desk holds within it

    This Training Course is taught in classrooms in the following locations:
    Stoke on Trent
    Bromley

    Guide Price: £1575 members (cost per person)