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%.
