course overview
Overview
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.
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. It is based upon the standards and objectives for SDI™'s Service Desk Analyst qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDA exam.
Audience
1st line IT support, Helpdesk/Service Desk and support analysts with at least 9 months experience in an IT service and support environment.
Skills Gained
At the end of this course you will have:
Prerequisites
There are no formal prerequisites for this course.
Outline
Roles and Responsibilities
Effective Communication
Customer Service Skills and Competencies
Determine the importance of effective cross-cultural communication
The Service Desk Environment
Process Management
Managing, Meeting and Maintaining Service Levels
Problem Solving
Tools and Technologies used in Customer Support
Certification
Holders become qualified 'SDI™ - Service Desk Analyst'
Examinations
The examination is taken during the course at 2.30 at the end of the final day. The format of this is 60 multiple choice questions to be answered in one hour. The pass mark is 65%. A mark of 87.5% achieves a higher mastery pass.
If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. Its a cost effective option. One on one training can be delivered too, at reasonable rates.
Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.
All $ prices are in USD unless it’s a NZ or AU date
SPVC = Self Paced Virtual Class
LVC = Live Virtual Class
Our clients have included prestigious national organisations such as Oxford University Press, multi-national private corporations such as JP Morgan and HSBC, as well as public sector institutions such as the Department of Defence and the Department of Health.