How to manage the IT support desk 

15 September 2010   -   16 September 2010
St Anne's College, Oxford

This course is now fully booked.

UCISA and IT support expert Noel Bruton have joined forces to offer a high quality, low cost IT support training course. Noel is a long-established consultant, trainer and author, who has spoken on several occasions at UCISA events, where his insightful and passionate presentations are always well received.

How to manage the IT support desk is a two-day intervention for managers and team leaders in first and second line IT support roles and deals with the practical detail of managing the people based solutions machine that is IT support.

Delivery is highly interactive, not just chalk and talk. This seminar is applicable to both ITIL adopting and non adopting organisations.

This course will cover the following:

• The importance of a service portfolio
• The support desk production line
• Key operational statistics – what your helpdesk system cannot tell you
• Anticipating demand – how to use a crystal ball
• How to motivate people - why high morale can be a negative force
• Reporting upstairs – how to write great reports that get read
• The uses of management information
• Justifying your costs and expenditure
• Allocating resources to workload
• Implementing change
• Structure and delegation
• Staff skillset identification, measurement and development
• Doing more with fewer people
• How to enjoy your job and help your people enjoy theirs
• Managing stress
• How not to underestimate your power and importance
• Why your company needs to be successful
• When not to ask or expect permission – using initiative
• The critical importance of leadership