Service Desk Training Courses
A Service Desk is a single point of contact that connects users with an IT department, handling technical issues, service requests, and communication between users and the IT provider. It goes beyond a traditional help desk by focusing on delivering IT services that meet business goals, managing incidents, fulfilling service requests, and ensuring smooth IT operations through knowledge bases, reporting, and self-service options.
To help professionals learn on-the-job skills that will propel your business forward, Amananet has compiled a list of our recommended training courses for job roles surrounding your Service Desk.
A Service Desk Technician is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.
Recommended Training for Service Desk Technicians - Level 1
Recommended Training for Service Desk Technicians - Level 2
Service Desk Managers oversee the performance of Level 1 and Level 2 services & support to clients (internal and external) to ensure that service levels are achieved. They are also responsible for ensuring the staff are meeting and exceeding expectations regarding performance, metrics, and benchmarks.