COURSE OBJECTIVE:
At the end of this course, service desk analysts will gain:
• A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst
• The essential skills and competencies to deliver efficient and effective support in line with SDI's best practice industry standards
• A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations
• The ability to recognise the importance of teamwork in the support environment
• Knowledge of core IT service management processes and the role of the service desk within these
• Practical problem-solving techniques to help resolve customers' issues first time
• An understanding of service desk metrics, service level agreements, customer satisfaction surveys and the latest service desk tools and technologies
• An awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity
• Practical preparation for taking the SDA examination with PeopleCert
• A new network of colleagues in similar roles from other organisations
TARGET AUDIENCE:
The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment. This course is perfect for analysts looking to grow in their role and gain a recognised qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.
COURSE PREREQUISITES:
None
COURSE CONTENT:
This course contains everything that is typically core to the role of a Service Desk Analyst:
• Roles and responsibilities: learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence
• Relationship management: discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective
• Effective communication skills and competencies: explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate
• Problem-solving: a close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster
• Effective rapport and conflict management skills: learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation
• Resilience: understand and develop emotional resilience to help detect and manage both positive and negative signs of stress
• Managing practices, processes, and procedures: establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation
• IT Service Management: learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management
• Quality assurance program: review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics
• Managing customer feedback: understand the purpose, objectives, and components of successful feedback management
• Support methods: gain an insight into the different methods of delivering support, including the benefits of remote support and self-service
• AI & automation: identify common examples, benefits and challenges of AI and automation within service management
FOLLOW ON COURSES:
Not available. Please contact.
