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.
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:
Roles and Responsibilities
Customer Service Skills and Competencies
Determine the importance of effective cross-cultural communication
The Service Desk Environment
Managing, Meeting and Maintaining Service Levels
Tools and Technologies used in Customer Support
Holders become qualified 'SDI™ - Service Desk Analyst'
The examination is taken during the course at 2.30 at the end of the final day. The format of this is 60 multiple choice questions to be answered in one hour. The pass mark is 65%. A mark of 87.5% achieves a higher mastery pass.
Join our public courses in our Istanbul, London and Ankara facilities. Private class trainings will be organized at the location of your preference, according to your schedule.