How to manage the IT support desk 

8 December 2010   -   9 December 2010
Austin Court, Birmingham

This event is a repeat of the course initially run in Oxford on 15-16 September 2010 and is fully supported and recommended for Service Desk Professionals by the members of the UCISA Service Desk Group, a sub-group of the Support Services Group.

UCISA has joined forces with a leading IT trainer to offer a high quality, low cost IT support training course. 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

Registration is at 0830 on 8 Dec.

The course timetable for both days is: