Does it feel like your Service Desk isn’t getting any love from the rest of your organisation?
Your team is answering calls and resolving issues within performance targets. You’re under constant scrutiny for controlling support costs. Despite this, you are expected to pick up the slack (and unplanned costs) when a new system is implemented – often without any involvement from or enablement of the Service Desk – with the increase in contacts from end-users.
And end-user training in the use of that new system wasn’t effective, so the Service Desk (naturally) gets a lot of contacts regarding how to use the new system. As a result, Service Desk agents are having to provide end-user training – despite not having appropriate training or knowledge articles to help.
And yet somehow you and your team still don’t get the recognition and appreciation that is so deserved.
How can you, as a Service Desk Manager, turn this situation around to the benefit of both your team and the larger organisation?
Join Doug Tedder for a thought-provoking webinar during which he will share the four keys for driving better business results and value with your Service Desk.
Doug Tedder is a recognised industry thought leader whose passion is helping good IT organisations become great. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organisations into valued business partners.
This webinar will be delivered using ClickMeeting.
This event is FREE for all itSMF UK members.
If you are not yet an itSMF UK member, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here.
Please register using the link below and access details will be sent to you 48 hours before the webinar start date. A recording of the webinar will be available here 24 hours after the live event.