Service Desk Analyst Online Training

Service Desk Analyst Online Training

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    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.

    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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    PRIVATE COURSE
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    • 4 weeks, 2 days
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        Course Features

        Live Instructor-led Classes

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

        Expert Educators

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        24&7 Support

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        Flexible Schedule

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

        Customized Training's

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        Priority Based Training's

        Real-time Scenario based Assignments and Case Studies

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