SDI Certification | SDI Courses

Course Outline

Introduction

This course trains delegates in the fundamentals of being a Service Desk Analyst (SDA), in order for them to provide companies with effective first and second line technical support - to ensure the smooth running of the business.

Roles and Responsibilities

• Identify and understand the role and responsibilities of the professional Service Desk Analyst
• Understand the role and responsibilities of the Service Desk
• Develop an understanding of Relationship Management from the Service Desk perspective
• Identify and agree the key requirements for delivering customer satisfaction

Effective Communication

• Understand the principles of effective communication in customer support
• Understand the differences between face to face, telephone and written communication
• Identify ways to enable us to communicate more effectively
• Understand how our attitude and approach can influence and affect others

Customer Service Skills and Competencies

• Understand how to ask questions skilfully
• Determine the importance of good listening skills
• Understand the importance of customer service skills in the IT environment

Determine the importance of effective cross-cultural communication

• Understand that assertiveness and confidence are necessary qualities for the SDA
• Determine methods of dealing with conflict

The Service Desk Environmen

• 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

• Understand the ITSM processes most closely linked to the Service Desk
• Identify the responsibilities the Service Desk has within those processes
• Understand the importance of effective incident, problem, change, escalation and asset management processes

Managing, Meeting and Maintaining Service Level

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

Problem Solving

• Determine the steps taken during the problem solving process
• Understand the benefits of using a creative problem solving approach
• Identify techniques for creative problem solving

Tools and Technologies used in Customer Suppor

• Develop a clear understanding of the support tools and technologies available to Service Desk Analysts
• Understand and use the terminology of the support industry
• Determine the benefits of the tools and technologies we use
• Determine methods for implementing Self-Help and Self Service for end-users