The three-day SDI™ Service Desk Analyst (SDA) training course will look at the support methodologies and the tools utilised within the Service Desk. It will review issues such as Service Level Agreements, the benefits and importance of metrics, the implementation of Service Management processes and effective problem solving techniques that any Service Desk Analysts can use in day to day activities.
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.
You will learn the essential skills and competencies to deliver efficient and effective support in the Service Desk environment and the practical knowledge of how to use these skills to deal effectively with a variety of situations.
The SDI™ Service Desk Analyst (SDA) training course will provide you with the knowledge and tools to take and successfully pass the SDI™ Service Desk Analyst (SDA) examination.
The SDI™ Service Desk Analyst (SDA) training course is based upon the standards and objectives for SDI™'s Service Desk Analyst qualification and ensures that you are provided with the knowledge, information and tools to take the examination.
1st Line IT Support, Help Desk/Service Desk and Support Analysts with at least 9 months experience in an IT Service and Support Environment.
Your staff will learn the knowledge of core IT Service Management processes and the role of the service desk.
Your employees will have the ability to recognise the importance of teamwork in the support environment.
Your team members will gain an awareness of the need for developing professional relationships and displaying respect and cultural sensitivity.
You will have a thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst.
You will have the essential skills and competencies to deliver efficient and effective support in line with SDI'S best practice industry standards.
You will have practical problem solving techniques to help resolve customer issues first time.
There are no formal prerequisites for the SDI™ Service Desk Analyst (SDA) training session.
There is no precourse work that needs to be completed prior to this training course.
SDI™ Service Desk Analyst (SDA) Examination
The examination is taken on the final day of the training course. The format of this is 60 multiple choice questions to be answered in one hour. The pass mark is 75%, 87.5% achieves a higher mastery pass.
The SDI™ Service Desk Analyst (SDA) training course is designed to provide service desk and support analysts with the skills to work consistently within industry recognised standards and in-line with the best practices guidelines.
Throughout the SDI™ Service Desk Analyst (SDA) training session, you will have:
A clear understanding of how to identify customer needs and motivations as well as how to handle difficult situations.
A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk Analyst (SDA).
A good understanding of the importance teamwork in the support environment.
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