Why good customer service matters

Service Desk (SDI) certification is a great addition/complement to your ITIL practice, but where to start? We provide a handy route map to explain all you need to know to get the best of both worlds.

It’s hard to think of anything more important than customer support. How else can the rest of the business ‘get’ the value and positive impact of technology on the organisation otherwise?  But for whatever reason, we’ve got things a bit skew-whiff here. We tend to see support as a lower-value career or, at least, a starter position. It really is time to change that!

“Traditionally, yes, the service desk was where you start on the technology career ladder,” says Alan Holmes, Senior Principal Education Consultant/Lecturer at IT training giant QA.

“It’s also true that, in a tight jobs market, it’s where a lot of graduates entering the business – maybe as many as one in four at the moment – get their first taste of the profession. But it’s also, we think increasingly, the place new entrants choose to go.”

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