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Service Desk Analyst


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Course Details

Service Desk Analyst

Duration: 3 Days

Course Description:

The importance of delivering high quality customer service in today’s support environment means that the responsibilities of IT support analysts are many and, as a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them. Excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS or through social media channels – is vital to ensure that a service desk consistently delivers to its agreed IT service levels. This course equips analysts with the essential skills for delivering an excellent level of customer service and support.

Course Objectives:

Following the completion of the course delegates will be able to:

• A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst.

• The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice standards

• A clear understanding of how to identify customer need and motivations, how to deal effectively with a variety of situations.

• The ability to recognize the importance of teamwork in the support environment

• Knowledge of core IT service management process and the role of the service desk within these

• Practical problem solving technique to help resolve customers’ issue first time.

• An awareness of the need for developing an professional relationships and for displaying respect and cultural sensitivity

• An understanding of service desk metrics, service level agreements, customer satisfaction surveys and the latest service desk tools and technologies

Target Audience:

The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment This course is perfect for analyst looking to grow in their role and gain a recognized qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

Course Outline:

Module 1: Roles and responsibilities

• Learn everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver service excellence.

Module 2: Relationship Management

• Discover the importance of team work, customer relationships and cultural awareness, best practice customer service and dealing effectively with difficult situations.

Module 3: Effective communications skills

• Develop the core competencies for the effective communication required on the service desk including telephone, listening and writing skills.

Module 4: Effective Rapport

• Learn how to deal successfully with a variety of people, behaviors and situations, including the difficult ones.

Module 5: Quality Assurance Activities

• Review the importance of having quality processes, conducting customer satisfaction surveys and the value and benefits of metrics

Module 6: Effective Process Management

• Establish the need for process and procedures and how to create high quality documentation

Module 7: IT Service Management

• Learn about the incident management process including the importance of accurate call logging, best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge management, service level management and IT security management

Module 8: Problem Solving

• Examine the process and practice the techniques of creative problem solving

Module 9: Service Desk Technologies

• Identify common technologies and examine the methods of support used by the service desk such as remote support, desk-side support, online chat, self-service and self-help

Module 10: Tool and techniques

• Gain insight into common service desk technologies and take a look at the basics of ACD and IP technology, and social media.