Help Desk – Manager

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction to the Program

Chapter 2: Hiring New Staff

Lecture 1: Introduction, Smart Hiring and Hiring Seems Easy

Lecture 2: To Do List, Expectations, Technical Skills and Attributes

Lecture 3: Have Others Check your List, Legally Complaint, Chart Review and Essentials

Lecture 4: Create Job Description and Get the Word Out

Lecture 5: Narrow your Application Pool, Prepare for the Interview and Resources

Lecture 6: Know Who you are Talking To, Asking the Right Questions, About Discrimination

Lecture 7: Open-ended, Relevant to the Position and the Individual & The Interview

Lecture 8: Evaluation, In Review, Background Check, Extend the Offer & Steps in Hiring

Chapter 3: Topgrading

Lecture 1: Introduction and Definition of Topgrading

Lecture 2: Definition of A-players, Best of the Rest and Appropriate Compensation

Lecture 3: The Big Question, Implementation, Best Practices, Talent Review and Scorecards

Lecture 4: Interview Process and Types of Interview

Chapter 4: Team Building

Lecture 1: Working in a Team, Types of Team and Teamwork Success

Lecture 2: Employee Involvement, Team Conflict and Team Leaders Role in Managing Conflict

Lecture 3: Leadership, Learning to be a Leader, LEAD Model & What Sort of a Leader are You

Lecture 4: Lead by Example and Management Process

Lecture 5: How to Motivate, Coaching Staff and Coaching Skills

Lecture 6: Working Together, Why is Training Needed and Contributing to the Team

Lecture 7: Learning Organizations, Development Cycle and Performance Appraisals

Lecture 8: Cross Training and Poor Management

Chapter 5: Managing Your Team

Lecture 1: Introduction, All About Money, and Reward and Recognition

Lecture 2: The Cost, Factors, Challenging Goals and Clear Instruction

Lecture 3: Meaningful Tasks, Feedback, Rewards and Incentives

Lecture 4: No Single Rewards, Who Benefits and The Bottom Line

Lecture 5: Performance Reviews and Avoidance

Lecture 6: Tips for a Better Performance Review and Signs of Success

Lecture 7: Retention of Quality, What can We Do, Research and Best Workplaces

Lecture 8: Motivational Strategies, Rates, Most Important Attributes & Collecting Feedback

Lecture 9: Ask, Cluster Surveys, Started Feedback, Stay and Exit Interview Survey

Chapter 6: IT Service Management Principles

Lecture 1: Introduction, Definition and Good Practice for ITSM?

Lecture 2: Business, IT Alignment, Definition of Services and Process & the Generic Process

Lecture 3: Function and Process Owner vs Service Owner

Lecture 4: Service Lifecycle

Lecture 5: IT Financial Management

Lecture 6: Demand Management

Lecture 7: Request Fulfillment

Lecture 8: Access Management

Chapter 7: Selecting a Help Desk Tool

Lecture 1: Importance of Supporting Technology, Common Features and Additional Features

Lecture 2: Selection Process and Knowledge Management Integration

Lecture 3: Workflow Management and Major Tool Vendors

Chapter 8: Help Desk Manager Certification

Lecture 1: Final Exam