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Overview

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.

The course also looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise. It is based upon the standards and objectives for SDI™'s Service Desk Analyst qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDA exam.

Target Audience

1st line IT support, Helpdesk/Service Desk and support analysts with at least 9 months experience in an IT service and support environment.

Audience

1st line IT support, Helpdesk/Service Desk and support analysts with at least 9 months experience in an IT service and support environment.

Skills Gained

At the end of this course you will have:

essential skills and competencies to deliver efficient and effective support in the Service Desk environment
practical knowledge of how to use these skills to deal effectively with a variety of situations
a clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
understand the importance of teamwork in the support environment
a thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst

Prerequisites

There are no formal prerequisites for this course.

Outline

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

Certification

Holders become qualified 'SDI™ - Service Desk Analyst'

Examinations

At the end of the course, delegates receive an exam voucher (by email) for them to book their exam via PeopleCert. The pass mark is 65%.

Certification

***Please note that due to the current high demand for online exams, there may be limited time slots available. Delegates are invited to contact Peoplecert directly regarding the provision of additional sessions. We would recommend delegates follow this process and re-access the live calendar regularly as Peoplecert will add additional sessions where demand dictates. ***

SDI Service Desk Analyst - SDA

Service Desk Institute Course

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