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ITIL :: View topic - Who "owns" training for your service desk agents?
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Who "owns" training for your service desk agents?

 
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tmack
Itiler


Joined: Jan 21, 2007
Posts: 20

PostPosted: Sun Jul 25, 2010 5:54 am    Post subject: Who "owns" training for your service desk agents? Reply with quote

I have read quite a bit on this and tried a multitude of different ways but was just curious if someone would share successful solutions in your organization? Also what is your current ratio of agents to training resource; mine is currently about 14:1 (agents:trainer).

Thanks all..
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LennyD
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Joined: Aug 31, 2010
Posts: 3

PostPosted: Wed Sep 01, 2010 2:25 am    Post subject: Re: Who "owns" training for your service desk agen Reply with quote

tmack wrote:
I have read quite a bit on this and tried a multitude of different ways but was just curious if someone would share successful solutions in your organization? Also what is your current ratio of agents to training resource; mine is currently about 14:1 (agents:trainer).

Thanks all..


I have my top agents do all training. Currently I have 3. I guess my ratio is 17:1. The trainers are rotated as new employees come in. In this organization an analyst must stay in the Service Center for one year and is then allowed to move on to a new area, so I have turnover approximately every 4 months. We work in the gov. contract arena.
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