Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: KT56
New Today: 0
New Yesterday: 97
Overall: 142072

People Online:
Visitors: 59
Members: 0
Total: 59

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Training for Service Desk staff
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Training for Service Desk staff

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
lazzareo
Newbie
Newbie


Joined: Dec 18, 2008
Posts: 2
Location: Manchester

PostPosted: Thu Dec 18, 2008 11:08 pm    Post subject: Training for Service Desk staff Reply with quote

Hi,

Could anyone reccomend any training courses whether external or eLearning for Service Desk staff?

I have just taken over a department which runs a Service Desk however there has never been any formal training.

Thanks, Steve.
Back to top
View user's profile
rzesie
Itiler


Joined: Apr 23, 2007
Posts: 22

PostPosted: Fri Dec 19, 2008 10:13 pm    Post subject: Reply with quote

Hi,

Any hints on the environment, scope, the level of the staff (newbies, experienced agents)?

Greetings,
Jacek
Back to top
View user's profile
mnsmith
Senior Itiler


Joined: Mar 31, 2008
Posts: 109
Location: North West England

PostPosted: Fri Dec 19, 2008 11:10 pm    Post subject: Reply with quote

Steve

I suspect a lot of people will know the "generic" answer to this question because it's often used during the v2 ITIL Managers course.

Training is generally split into three area:
- business awareness (what your customers do)
- technology awareness (what your systems do)
- interpesonal skills (how to talk proper)

There's also the fundamental course they all need to take - ITIL Foundation (either V2 or 3 depending on your organisation).

Hope that helps

Mick
Back to top
View user's profile
DML
Senior Itiler


Joined: Nov 23, 2008
Posts: 50

PostPosted: Thu Jan 15, 2009 7:32 pm    Post subject: Reply with quote

All,

This might be a bit late, but the Service Desk Institute offers training courses specifically for SD staff and Mgrs (they used to be the Help Desk Instiute). There are formal qualifications that can be acheived through this training.

I know of a few training companies that offer this training - so let me know if you want more info
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.