About This Course
Course details
What does the course cover?
- Lesson 1 – Roles and Responsibilities
- Lesson 2 – Relationship Management
- Lesson 3 – Effective Communication Skills and Competencies
- Lesson 4 – Problem Solving
- Lesson 5 – Effective Rapport and Conflict Management Skills
- Lesson 6 – Effective Process Management
- Lesson 7 – IT Service Management
- Lesson 9 – Quality Management for the Service Desk
- Lesson 10 – Service Desk Technologies
- Lesson 11 – Tools and Technologies
Certification: SDA Certification
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