Excellent service desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them.
This 3 day course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. The course encourages students to participate in group exercises and discussions in order to identify the roles and responsibilities of the modern Service Desk. Students debate the skills, knowledge and attributes required for staff to succeed in their roles, learn the importance of customer relationship management and review the service skills required to develop and maintain good working relationships with customers and peers.
The course also looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise.
The course ensures that support specialists understand the need to work to consistent, recognised industry standards and in line with best practice guidelines. It reviews the 4 key concepts of Professionalism and Roles, Analyst Skills, Process, and Supported technologies and enabling tools, on which are based the skills, competencies and knowledge that a service desk analyst requires in order to deliver professional and effective support.
The course is based upon the standards and objectives for Service Desk Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDA exam.
Available dates
- 8 - 10 Feb 2012
- 29 Feb - 2 Mar 2012
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Who is this course suitable for?
1st line IT support, Helpdesk/Service desk and support analysts with at least 9 months experience in an IT service and support environment.
What does this course cover?
- A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective service desk analyst
- Essential skills and competencies to deliver efficient and effective support in the service desk environment
- Practical knowledge of how to use these skills to deal effectively with a variety of situations
- Relationship Management: A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
- The importance of teamwork in the support environment
- Knowledge of core IT Service Management (ITSM) processes (including an awareness of ITIL©) and the role and importance of the service desk within these
- Practical problem solving techniques
- An understanding of service desk metrics, service level agreements, customer satisfaction surveys, and the latest service desk tools and technologies
- Practical preparation for passing the Service Desk Analyst examination
- A recognised qualification
- All trainers are SDI certified Service Desk Managers with practical experience of managing in the IT Support environment
During the course, you will learn:
Roles and Responsibilities
- To identify and understand the role and responsibilities of the professional Service Desk Analyst
- To identify and understand the role 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 for 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
Are there entry requirements?
There are no formal entry requirements
What's included?
Our package includes refreshments, and full course materials.
Although the course is non-residential, we offer help finding appropriate hotels, close to the training venue. To take advantage of this offer, drop us an email after you book your course.
How to book?
There are three ways to book your course, either online, via fax, or telephone:
- To book via telephone just call us on 0845 070 1750, and we’ll take of the details.
- To book via fax download our booking form, complete it and fax to us on +44 (0) 1353 662667.
- To book online simply enter the number of delegates you wish to send into the “Quantity” and select the course date from the drop down menu and click “Order now”.
We can also accept purchase orders from local authorities, government departments, and other public sector organisations and will consider account facilities for large corporate customers, follow this link to our payment options page for more information.
All bookings are subject to our terms and conditions.
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