Operations

Customer Service Training for the Service Desk – Training Deck

Use this training deck to deliver customer service training to your IT service desk team.

Cheat Sheet: Service Desk Communication

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...

Cheat Sheet: Service Desk Written Communication

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...

Customer Focus Competency Worksheet

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...

Deliver a Customer Service Training Program to Your IT Department – Executive Brief

Read this executive brief to find out why you should deliver customer service training to your team, review Info-Tech’s methodology, and understand the four ways we can...

Knowledge Manager

The Knowledge Manager's role is to collect, synthesize, organize, and manage corporate information and in support of business units across the enterprise.

Service Desk Roles and Responsibilities Guide

The service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders.

Service Desk Ticket Categorization Schemes

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...

Knowledgebase Article Template

An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if available),...

Service Desk Standard Operating Procedure

This template is designed to help service managers kick-start the standardization of service desk processes.

Customer Service Training for the Service Desk – Training Deck Use this training deck to deliver customer service training to your IT service desk team.
Cheat Sheet: Service Desk Communication 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...
Cheat Sheet: Service Desk Written Communication 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...
Customer Focus Competency Worksheet 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...
Deliver a Customer Service Training Program to Your IT Department – Executive Brief Read this executive brief to find out why you should deliver customer service training to your team, review Info-Tech’s methodology, and understand the four ways we can...
Knowledge Manager The Knowledge Manager's role is to collect, synthesize, organize, and manage corporate information and in support of business units across the enterprise.
Service Desk Roles and Responsibilities Guide The service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders.
Service Desk Ticket Categorization Schemes 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...
Knowledgebase Article Template An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if available),...
Service Desk Standard Operating Procedure This template is designed to help service managers kick-start the standardization of service desk processes.

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