Service Desk Analyst Training Course

Roles and responsibilities learning modules will let you learn about the various roles and responsibilities of Service Desk Analyst

• The roles and responsibilities of the professional Service Desk Analyst
• Identify and understand the roles and responsibilities of the Service Desk
• Determine the attributes, skills, and knowledge of a successful Service Desk Analyst
• Develop an understanding of Relationship Management from the Service Desk perspective
• Identify and agree with the key requirements for delivering customer satisfaction

Learn about effective communication from beginning to advanced communication in customer support

• Understand the principles of effective communication in customer support
• The differences between face-to-face, telephone, and written communication
• Identify ways to enable us to communicate more effectively
• Understand how our attitude and approach can influence and affect others.

Customer service skills and competencies learning modules have been decided by the subject matter experts to add to the course after lengthy and deep research.

• Understand how to ask questions skilfully
• Determine the importance of good listening skills
• Understand the importance of customer service skills in the IT environment

Determine the importance of effective cross-cultural communication learning modules will let professionals understand the necessary qualities for the SDA

• Understand that assertiveness and confidence are necessary qualities for the SDA
• Determine methods of dealing with conflict
• Determine the causes, symptoms, and ways to manage stress

The service desk environment will let professionals examine issues related to 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

The Process management learning module will focus on the understanding of the ITSM, the responsibilities of the service desk processes

• Understand the ITSM processes most closely linked to the Service Desk
• Identify the responsibilities the Service Desk has within those processes
• Understand the importance of the effective incident, problem, change, escalation, and asset management processes

In managing, meeting, and maintaining service levels learning modules will let professionals learn about the value and benefits of service level agreements

• 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 learning management learning module will focus on the steps taken during the problem-solving process and many more

• Determine the steps taken during the problem-solving process
• Understand the benefits of using a creative problem-solving approach
• Identify techniques for creative problem solving
• Practice some problem-solving techniques

In this module of the service desk, analyst course professionals will learn about tools and techniques used in customer support to develop a clear understanding of the support tools

• 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

• Business Communication
• Preparation for the Interview
• Presentation Skills

• Resume Writing