Help Desk Manager
Cert
Due to ever
increasing demand and its utility Help Desk Managers are in great
demand and hence Help Desk Manager Cert. Both Apple and Microsoft
recently have unveiled help desk-focused certifications, a potential
boon for end users who will have more places to turn to for
competent help. Plus these new titles can be used as a learning
blueprint by individuals seeking to expand their operating system
skills beyond the everyday level. Nortel and Check Point have new
offerings as well, and IBM has resurrected a batch of retired
exams.
Now let’s see
why Help Desk Manager Cert is important and how and where to get it.
Gaining C-level management support and effectively communicating the
pivotal role of the help desk and support center to the organization
is crucial to the support operation's success. The most successful
support center managers have mastered the art of promoting the
support organization to the executive team. Knowing how to build and
deliver on service level agreements, working in partnership with
other business units, and building and retaining great teams are
characteristics of a well-managed and highly effective support
organization. Help Desk Manager Cert (HDM) training program provides
management with the insight, strategies, and skills necessary to
promote their organizations - and their own career development.
Help Desk
Manager Cert ensures its recipients have:
·
Mastered the skills necessary to successfully
manage service levels with customers and secondary support personnel
·
An understanding of ROI concepts and
principles
·
Excellent financial skills
·
Engaged themselves in change management and
asset management
·
Experience with workforce planning
·
Tools to measure customer satisfaction
·
An understanding of how to determine the
appropriate use of technology
·
Skills necessary to build and maintain
high-performance teams through team building, career development,
etc.
·
Developed productive relationships with
employees and the organization as a whole
·
Is an effective advocate for the value of the
support center with executive level management
Help Desk
Manager Cert also provides help desk managers with advanced skills
for delivering excellent support and customer care, as well as an
established and highly marketable skill set that will be valued by
management in performance and salary evaluation. Becoming a Help Desk Manager
Cert also provides a career boost, heightening your confidence and
motivation. And,
customers, peers, and management will respect your credentials.
In preparation
for the Help Desk Manager Cert Exam, students will learn:
- Techniques
for managing relationships across the enterprise
- How to plan
and manage enhancements to the help desk organization
- Key processes
for ensuring successful support center performance
- How to market
your services internally/externally
- The latest
technologies utilized in a service center
- Benefits of
each of the service delivery models
- Outsourcing
models and the value of each model
- Negotiation
and conflict resolution/management skills
- Methods for
building and maintaining high-performance teams
- How to build
effective service level agreements
- Tips and
techniques to assist you in hiring, training, motivating, and
retaining top-notch employees
- Value of
mission/vision
statements
