IT service desk Fundamentals Training

Overview

IT Service Desk Fundamentals provides essential knowledge and skills for effectively managing IT service requests, incidents, and user inquiries within an organization. This training covers topics such as ITIL (Information Technology Infrastructure Library) framework, service desk operations, incident management, problem management, request fulfillment, IT service management tools, and customer service best practices. Participants learn how to handle service requests efficiently, troubleshoot technical issues, escalate problems when necessary, and provide excellent customer support. The training emphasizes the importance of communication, collaboration, and continuous improvement in delivering high-quality IT services to end-users and stakeholders. 

Learning objectives

• Understanding the role and importance of the IT service desk within an organization’s IT infrastructure.
• Familiarization with IT service management frameworks such as ITIL and their application in service desk operations.
• Proficiency in managing service requests, incidents, and user inquiries according to established processes and procedure.
• Developing effective communication and interpersonal skills to interact with end-users and stakeholders professionally.
• Acquiring knowledge of IT service management tools and systems used for ticketing, incident tracking, and reporting.
• Learning best practices for incident management, including incident prioritization, categorization, and resolution.
• Understanding problem management principles and techniques for identifying and addressing underlying causes of recurring issues.
• Mastering request fulfillment processes to efficiently handle user requests for IT services and resources.
• Enhancing troubleshooting skills to diagnose and resolve common technical issues encountered by end-users.
• Emphasizing the importance of customer service excellence and continuous improvement in IT service delivery.

Who can join

• IT Professionals
• Service Desk Analysts
• Help Desk Technicians
• IT Managers
• IT Support Staff
• Customer Service Representatives
• Entry-Level IT Professionals
• Career Changers
• Small Business Owners
• Anyone interested in IT Service Management 

Duration

• 10 Days

Fee

• 12000