Masterclass Certificate in Service Desk: Actionable Knowledge
-- ViewingNowThe Masterclass Certificate in Service Desk: Actionable Knowledge course is a comprehensive program designed to equip learners with essential skills for career advancement in the service desk industry. This course focuses on providing actionable knowledge that learners can immediately apply in their workplace, making it a valuable investment for both individuals and organizations.
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โข Introduction to Service Desk · Understanding the role and importance of a service desk in providing IT support and customer service. โข ITIL Framework · Overview of ITIL best practices and how they apply to service desk operations. โข Incident Management · Techniques for managing and resolving IT incidents in a timely and effective manner. โข Problem Management · Strategies for identifying and addressing the root causes of IT problems to prevent future incidents. โข Change Management · Processes for managing and implementing changes to IT systems and services. โข Service Catalog Management · Building and maintaining a comprehensive and accurate service catalog for the organization. โข Service Level Management · Defining and delivering IT services that meet the needs and expectations of the business. โข Customer Relationship Management · Building and maintaining positive relationships with customers through effective communication and support. โข Continual Service Improvement · Implementing ongoing improvements to service desk operations and processes.
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