SDI™ - Service Desk Analyst (SDA) Training Course

Course Syllabus

This SDI™ Service Desk Analyst (SDA) training session contains 11 modules that are core to the role of a Service Desk Analyst:

1. Roles And Responsibilities

You will identify and understand the role and responsibilities of the professional Service Desk Analyst.

You will identify and understand the role and responsibilities of the Service Desk.

You will determine the attributes, skills and knowledge of a successful Service Desk Analyst.

You will develop an understanding of Relationship Management from the Service Desk perspective.

You will identify and agree the key requirements for delivering customer satisfaction.

2. Effective Communication

You will identify and understand the principles of effective communication in customer support.

You will understand the differences between face to face, telephone and written communication.

You will identify ways to enable us to communicate more effectively.

You will understand how our attitude and approach can influence and affect others.

3. Customer Service Skills And Competencies

You will understand how to ask questions skilfully.

You will determine the importance of good listening skills.

You will understand the importance of customer service skills in the IT environment.

4. Determine The Importance Of Effective Cross-Cultural Communication

You will understand that assertiveness and confidence are necessary qualities for the SDA.

You will determine methods of dealing with conflict.

You will determine the causes, symptoms and ways to manage stress.

5. The Service Desk Environment

You will examine issues, both internal and external, that can affect our motivation.

You will understand the importance and relevance of ethics within the workplace.

You will determine the importance and benefits of effective teamwork.

6. Process Management

You will understand the IT Service Management (ITSM) processes most closely linked to the Service Desk.

You will identify the responsibilities the Service Desk has within those processes.

You will understand the importance of effective Incident, Problem, Change, Escalation and Asset Management processes.

6. Managing, Meeting And Maintaining Service Levels.

7. Determine The Value And Benefits Of Service Level Agreements (SLA's)

You will determine the need for and benefits of metrics and objectives within the support environment

You will understand the importance of effective Customer Satisfaction surveys

8. Problem Solving

You will determine the steps taken during the problem solving process.

You will understand the benefits of using a creative problem solving approach.

You will identify techniques for creative problem solving.

You will practice some problem solving techniques.

9. Tools And Technologies Used In Customer Support

You will develop a clear understanding of the support tools and technologies available to Service Desk Analysts.

You will understand and use the terminology of the support industry.

You will determine the benefits of the tools and technologies we use.

You will determine methods for implementing self-help and self service for end-users.