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Our SDI™ - Service Desk Analyst (SDA) training course will teach you:
The principles learned in our SDI™ Service Desk Analyst (SDA) training course can be embedded into quality assurance activities for IT service operations. Broadening the scope across the whole support operation can assure quality in the end-to-end support service.
Our SDI™ - Service Desk Analyst (SDA) training course contains the following 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.
Our SDI™ - Service Desk Analyst (SDA) training course is suitable for front-line IT service and support analysts with some experience in a first line or second line service desk environment.
Our SDI™ - Service Desk Analyst (SDA) training course is perfect for analysts looking to grow in their role and gain a recognised qualification in their profession.
Our SDI™ - Service Desk Analyst (SDA) training course includes the following:
There are no formal entry-level requirements for our SDI™ - Service Desk Analyst (SDA) training course.
There is no recommended reading for our SDI™ - Service Desk Analyst (SDA) training course.
SDI™ - Service Desk Analyst (SDA) Examination
Our four-day SDI™ - Service Desk Manager (SDM) training course looks at support methodologies and technologies; tools utilised within the Service Desk; staffing considerations; social media in the service desk; Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and developing effective problem solving skills within the team.
Our SDI™ - Service Desk Analyst (SDA) training course provides the essential skills and knowledge required for delivering customer service and support excellence.
Our SDI™ - Service Desk Analyst (SDA) training course is delivered over three days.
All of our trainers have achieved exceptionally high delegate pass rates for accredited examinations for all our courses. We also offer complimentary pre and post-course support for any questions you may have.
We try and be as flexible as we can and accommodate your needs. We can swap delegates at any time with no charge. We can also create bespoke content should this be required.
We specialise in IT Service and Project Management. All of our Trainers and Consultants have considerable years of hands-on experience in IT Service / Project Management, working across a wide number of industry sectors.
Our training, sales and admin staff are all professional, helpful, friendly and approachable. We believe in providing excellent customer service. You will always have a dedicated friendly Account Manager