Global Certificate in IT Service Desk Productivity
-- ViewingNowThe Global Certificate in IT Service Desk Productivity course is a comprehensive program designed to enhance the skills of IT professionals in managing service desks. This course emphasizes the importance of productivity in the service desk environment and provides learners with the necessary tools and techniques to improve efficiency.
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โข IT Service Desk Fundamentals • Understanding the IT Service Desk role, functions, and best practices.
โข Incident Management • Processes and tools for efficient incident resolution and minimizing service disruptions.
โข Request Fulfillment • Managing and fulfilling service requests, including access, changes, and information.
โข Problem Management • Identifying, analyzing, and resolving root causes of incidents to prevent future occurrences.
โข Change Management • Implementing and managing IT changes while minimizing risks and disruptions.
โข IT Service Desk Metrics • Measuring and improving IT Service Desk productivity, efficiency, and effectiveness.
โข Customer Service and Communication Skills • Building relationships, managing expectations, and effective communication.
โข IT Service Desk Tools and Automation • Utilizing technology to streamline processes and improve service quality.
โข Knowledge Management • Capturing, sharing, and leveraging IT Service Desk knowledge and expertise.
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