Advanced training course in service desk skills

Our advanced course in service desk skills is a follow-up to the service desk skills course. The two-day course covers tough conversation situations, communication techniques and behavioural models in more depth. It also pays attention to the role of senior service desk staff members as the first point of contact and to the role of coach/mentor.



This course is for more senior service desk staff or for those who’ve already had service desk skills training or who have a number of years' experience.

Please note: this course doesn’t include HR responsibilities; for these, our ‘Professionalising Team leaders’ course is more suitable.


Subjects covered in the course include:

  • your role: reflection
  • departmental targets
  • monitoring, reporting and steering
  • coaching colleagues
  • cooperation
  • introducing new colleagues
  • knowledge management
  • shift left
  • DAS model
  • Rose of Leary
  • giving and receiving feedback
  • a look into the crystal ball
  • providing added value.


The two-day training course costs €1,019 per person (plus VAT).