Service Desk Analyst (SDA)

Learning Outcomes

At the end of this course, the delegate will be able to:

• Explain the four fundamental concepts that describe the required skills, competencies and knowledge for the service desk analyst
• Summarise the role and responsibilities of the service desk
• Demonstrate the attributes, skills and knowledge required to fulfil the role effectively
• Recognise when to use those attributes, skills and knowledge to deal effectively with a variety of situations
• Explain how to identify customers’ needs and motivations better
• Recognise the benefits of teamwork
• Demonstrate the skills for handling difficult situations
• Recognise the need for effective and well thought out processes and procedures
• Describe the key IT service management processes in the areas where the service desk has clear responsibilities
• Recognise the importance and benefits of having service level agreements, operational level agreements and underpinning contracts in place
• Recognise the value and benefits of customer satisfaction surveys
• Identify the need for, and value of, metrics in the service desk environment
• Describe some of the available tools and technologies for service desk staff and customers to use
• Summarise how to use social media tools in the service desk effectively
• Be prepared to take the service desk and support analyst examination