Masterclass Certificate in Service Desk Performance Metrics

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The Masterclass Certificate in Service Desk Performance Metrics is a comprehensive course designed to equip learners with the essential skills needed to excel in service desk management. This course emphasizes the importance of performance metrics in evaluating service desk efficiency, effectiveness, and overall business impact.

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AboutThisCourse

In today's technology-driven world, there is an increasing demand for service desk professionals who can leverage data-driven insights to optimize service delivery. By enrolling in this course, learners will gain a deep understanding of critical service desk metrics, how to collect and analyze data, and how to use this information to make informed decisions that drive continuous improvement. Through a combination of engaging video lectures, real-world examples, and interactive exercises, this course provides learners with a hands-on approach to mastering service desk performance metrics. By completing this course, learners will be well-positioned to advance their careers in service desk management and demonstrate their expertise in this critical area of IT service delivery.

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CourseDetails

• Service Desk Metrics Overview
• Key Performance Indicators (KPIs) for Service Desk
• Setting up a Performance Metrics Framework
• Call Volume and Call Handling Metrics
• First Contact Resolution (FCR) and its Importance
• Mean Time to Resolution (MTTR) and Mean Time Between Failures (MTBF)
• Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)
• Service Desk Productivity and Efficiency Metrics
• Data Analysis and Reporting for Service Desk Metrics
• Continuous Improvement in Service Desk Performance Metrics

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EntryRequirements

  • BasicUnderstandingSubject
  • ProficiencyEnglish
  • ComputerInternetAccess
  • BasicComputerSkills
  • DedicationCompleteCourse

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  • NotRegulatedAuthorized
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FastTrack GBP £140
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AcceleratedLearningPath
  • ThreeFourHoursPerWeek
  • EarlyCertificateDelivery
  • OpenEnrollmentStartAnytime
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StandardMode GBP £90
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FlexibleLearningPace
  • TwoThreeHoursPerWeek
  • RegularCertificateDelivery
  • OpenEnrollmentStartAnytime
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  • FullCourseAccess
  • DigitalCertificate
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MASTERCLASS CERTIFICATE IN SERVICE DESK PERFORMANCE METRICS
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London School of International Business (LSIB)
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05 May 2025
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