Introduction

Learn how to deal with issues regarding Service Desk Environment and understand the importance of Managing, Meeting and Maintaining Service Levels, Develop a clear understanding of the support tools and technologies available to Service Desk Analysts…etc.

1.Roles And Responsibilities

• To identify and understand the roles and responsibilities of the professional Service Desk Analyst
• To identify and understand the roles 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 satisfactionEffective 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.

2.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

3.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

4.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

5.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

6.Managing, Meeting And Maintaining Service Levels

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

7.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

8.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