Overview
Excellent Service Desk support is vital to ensure an organisation 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 course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.
Pre-Requisites
None
Content
- Roles and responsibilities - learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support
- Relationship management - discover the importance of team work, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork
- Effective communication skills and competencies - identify and develop the core competencies of communication required on the service desk
- Problem solving - examine the process and practice the techniques
Effective rapport and conflict management skills - learn how to deal successfully with a variety of people and situations, including the difficult ones
- Effective processes management - establish the need for processes and procedures for call handling and how to create high-quality documentation
- IT Service Management - learn about the role of the service desk in the incident management process such as best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge and service level management, IT security
- Quality assurance activities - review the importance of quality processes, customer satisfaction surveys and the benefits of metrics
- Tools and technologies - gain an insight in to the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology
Objectives
After you complete this course you will have:
- A thorough grounding in the skills, competencies 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
- 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 service management processes 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
Target Audience
Service desk and support analysts with atleast 6-9months experience in an IT service and support environment.
Certification
A voucher for the exam is part of the price. The exam may be sat at one of a range of Prometric testing locations at your convienience after the course.
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