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Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them.

The course also looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise. It is based upon the standards and objectives for SDI™'s Service Desk Analyst qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDA exam.

Target Audience

1st line IT support, Helpdesk/Service Desk and support analysts with at least 9 months experience in an IT service and support environment.

There are no formal prerequisites for this course.

At the end of this course you will have:

essential skills and competencies to deliver efficient and effective support in the Service Desk environment
practical knowledge of how to use these skills to deal effectively with a variety of situations
a clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
understand the importance of teamwork in the support environment
a thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst

Roles and Responsibilities

To identify and understand the role and responsibilities of the professional Service Desk Analyst
To identify and understand the role and responsibilities of the Service Desk
To determine the attributes, skills and knowledge of a successful Service Desk Analyst
To develop an understanding of Relationship Management from the Service Desk perspective
To identify and agree the key requirements for delivering customer satisfaction

Effective Communication

To identify and understand the principles of effective communication in customer support
To understand the differences between face to face, telephone and written communication
To identify ways to enable us to communicate more effectively
To understand how our attitude and approach can influence and affect others

Customer Service Skills and Competencies

To understand how to ask questions skilfully
To determine the importance of good listening skills
To understand the importance of customer service skills in the IT environment

Determine the importance of effective cross-cultural communication

To understand that assertiveness and confidence are necessary qualities for the SDA
To determine methods of dealing with conflict
To determine the causes, symptoms and ways to manage stress

The Service Desk Environment

Examine issues, both internal and external, that can affect our motivation
Understand the importance and relevance of ethics within the workplace
Determine the importance and benefits of effective teamwork

Process Management

To understand the ITSM processes most closely linked to the Service Desk
To identify the responsibilities the Service Desk has within those processes
To understand the importance of effective incident, problem, change, escalation and asset management processes

Managing, Meeting and Maintaining Service Levels

Determine the value and benefits of Service Level Agreements
Determine the need for and benefits of metrics and objectives within the support environment
Understand the importance of effective Customer Satisfaction surveys

Problem Solving

To determine the steps taken during the problem solving process
To understand the benefits of using a creative problem solving approach
To identify techniques for creative problem solving
To practice some problem solving techniques

Tools and Technologies used in Customer Support

Develop a clear understanding of the support tools and technologies available to Service Desk Analysts
To understand and use the terminology of the support industry
Determine the benefits of the tools and technologies we use
To determine methods for implementing Self-Help and Self Service for end-users

Certification

Holders become qualified 'SDI™ - Service Desk Analyst'

Examinations

At the end of the course, delegates receive an exam voucher (by email) for them to book their exam via PeopleCert. The pass mark is 65%.

SDI™ Service Desk Analyst - SDA Training Course in Germany

The Federal Republic of Germany is the second most populous country in Europe and is located in Central Europe. The official language of the country is German. Germany is one of the richest countries in the world. The main exports of the country include motor vehicles and iron and steel products.

Here are some fun facts about Germany:
The fairy tale writer, the Brothers Grimm, came from Germany and wrote many famous stories such as Cinderella, Snow White, and Sleeping Beauty.
Germany is home to the largest theme park in Europe, the Europa-Park.
The famous composer Ludwig van Beethoven was born in Germany.
The Autobahn, the German highway system, is known for having no general speed limit.

Berlin was divided by the Berlin Wall from 1961 to 1989. Known for its street art, Berlin has many colorful murals and graffiti throughout the city. Also, Berlin is home to many famous museums, such as the Pergamon Museum and the Museum Island. Many clubs and bars stay open until the early hours of the morning in this big city.

Another popular city is Munich, which is famous for its Oktoberfest beer festival that attracts millions of visitors every year. Munich is also home to many historic buildings, including Nymphenburg Palace and the Marienplatz town square.

The country's capital and largest city is Berlin, however Frankfurt is considered to be the business and financial center of Germany. It is home to the Frankfurt Stock Exchange, the European Central Bank, and many other financial institutions. Because of its central location within Europe and its status as a major financial hub, Frankfurt is often referred to as the "Mainhattan," a play on the city's name and its association with the Manhattan financial district in New York City.

Frankfurt is also a major transportation hub, with the largest airport in Germany and one of the largest in Europe, Frankfurt Airport. Additionally, it is a popular destination for tourists, with its historic city center, beautiful parks, and vibrant cultural scene.

Some of the top German technology companies like Siemens AG, Bosch, SAP SE, Deutsche Telekom, Daimler AG and Volkswagen has business centers in Frankfurt. The country has a strong tradition of engineering and innovation, and is home to many other world-class technology companies and research institutions.

Tailored to meet the specific needs of Germany, Bilginç IT Academy combines cutting-edge training methodologies with our comprehensive range of Certification Exam preparation courses and accredited corporate training programs. Experience a transformative approach to IT training that will redefine your expectations.

SDI™ Service Desk Analyst - SDA Training in Germany

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SDI™ Service Desk Analyst - SDA Training in Germany

Target Audience

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