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Use this training deck to deliver customer service training to your IT service desk team.
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Read this executive brief to find out why you should deliver customer service training to your team, review Info-Tech鈥檚 methodology, and understand the four ways we can...
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Use this worksheet in conjunction with the Customer Service Training for the Service Desk training deck. Review the definition and proficiency levels of the customer focus...
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Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on communicating...
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Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on listening and...
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The Ticket Categorization Scheme provides examples of ticket categories to organize the data in the service desk tool and produce reports that help managers manage the...
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The service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders.
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Better data leads to better decisions. Use the Ticket and Call Quality Assessment Tool to check in on ticket and call quality quarterly and improve the quality of service...
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Non-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance.
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An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if available),...
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