Bally Chohan Technology – Short term course in Service Desk Management
July 5th, 2010
Bally Chohan of Bally Chohan Technology Dubai (UAE) is an expert Service Desk Manager with over 19 years of experience in setting up and managing service desk. Bally Chohan has successfully setup and managed service desk providing support to more than eight thousand users.
Bally Chohan has designed a short term course for aspiring Service Desk Managers to help them in setting up and implementing Service Desk processes
Training plan of Service Desk Analyst
Day – 1
- Meeting with New Students
- Analyse strengths & weakness of new trainees
- One to one meeting with Yong to discuss following issues:-
- Implementation of Service Desk
- Problems faced
- Brief introduction of Service Desk team & their functions
- Brief introduction of support teams i.e. Desk side, Server, Network etc
- Meeting with the management and explaining them the benefits of Service Desk
Day – 2
- Handover copy of service desk handbook & catalog of services provided
- Explain process of sending IT notifications & announcements
- Explain documents being managed by Service Desk team
- What’s up gold installation & operation
Day – 3
- Implementation of call logging application
- Explain call logging process
- Explain call transferring process
- Explain Shift Handover process
- Explain Daily/Weekly MIS
Day – 4
- Active Directory related functions
- Process to ADD / Remove user
- Password change request
- Explain Employee joiners & leavers process
Day – 5
- Troubleshooting calls related to:-
- Mitel
- Connectivity
- Printer & other Hardware issue
- Exchequer
- Act
- Management reporting
Categories: Tutorials