Presenter: Erick Simpson
This session focuses on specific requirements, techniques and expectations for training technical resources. The function of training technical staff in an IT services organization, NOC or Service Desk is obviously much different than training staff in other businesses or business units. In addition to training technical staff in NOC and Service Desk overall day-to-day operations and functions, there need to be opportunities for technical staff to receive the role-specific training required to make them effective, efficient and successful, in order to receive the maximum return on their hiring investment. This session will cover both common training best practices for all IT staff in general, then dive specifically into role-specific technical training topics such as tools and technologies, processes and procedures, products and services, roles and responsibilities and handling clients. In addition, competency and certification requirements will be covered, as well as incentives to achieve and maintain them, including setting goals and bonuses.
