SERVICE DESK ANALYST Training

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SERVICE DESK ANALYST Training


 (5) | 750 Ratings


Introduction


SERVICE DESK ANALYST Training Details
Track Regular Track Weekend Track Fast Track
Course Duration 30 Hrs 8 Weekends 5 Days
Hours 1hr/day 2 Hours a day 6 Hours a day
Training Mode Online Classroom Online Classroom Online Classroom
Delivery Instructor Led-Live Instructor Led-Live Instructor Led-Live


Course Curriculum

Service Desk Analyst Introduction

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 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 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

Service Desk Analyst project

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Course Curriculum

Service Desk Analyst Introduction

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 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 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

Service Desk Analyst project

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  +91 996-629-7972(IND)
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