Service Desk Analyst Training

Service Desk Analyst Training equips the support analyst with the full-fledged skills and knowledge essential in delivering excellent levels of customer service and support.
Service Desk Analyst Training Curriculum

Roles and Responsibilities

To identify and understand the roles and responsibilities of the professional Service Desk Analyst
To identify and understand the roles 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 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.