SDI Service Desk Analyst (SDA)

GB Direct

Course

In Leeds, Manchester, Bristol and 2 other venues

£ 1,095 + VAT

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Description

  • Type

    Course

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them.

Facilities

Location

Start date

Bristol (Avon)

Start date

On request
Edinburgh (Midlothian/Edinburghshire)

Start date

On request
Leeds (North Yorkshire)

Start date

On request
London
See map
Clerks Court 18-20 Farringdon Lane Clerkenwell, EC1R 3AU

Start date

On request
Manchester (Greater Manchester)

Start date

On request

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Subjects

  • IT

Course programme

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

See related categories

SDI Service Desk Analyst (SDA)

£ 1,095 + VAT

The best Computer Engineering courses

See all

See all