Service Desk Analyst Online Training

Service Desk Analyst Online Training



    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.

    Course Content

    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

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    Course Features

    Live Instructor-led Classes

    This isn't canned learning. Its dynamic, its interactive, its effective

    Expert Educators

    Only the best or they're out. We are constantly evaluating our trainers

    24&7 Support

    We never sleep. Need something answered at 3 am? No Problem

    Flexible Schedule

    You don't learn as per our calendar. We work according to yours.

    Customized Training's

    The most part self-managed and adaptable to suit a person's particular adapting technology needs

    Priority Based Training's

    Real-time Scenario based Assignments and Case Studies