Service Desk Analyst

Who should attend?

The course is suited to analysts new to the "Service Desk" concept, or new to the internal or external customer support environment, or analysts looking for a refresher in essential support skills or those wishing to gain an entry-level professional qualification in support.

What is it about?

A thorough induction to the Service Desk and its importance to today's organisation, this course provides a practical introduction in the key concepts, skills and competencies required to deliver professional and effective support.

What will I get out of it?

• 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
• 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
• Awareness of cultural sensitivity and respect as required in global support
• Practical preparation for passing the Service Desk Analyst examination

Course overview

• Understand the key concepts required to deliver effective support
• Being a support analyst - everything you need to know about the role and the responsibilities
• Key skills - identify, understand and develop core competencies
• Processes - principles of IT Service Management and the role of the Service Desk
• Business and relationship management - best practice customer service, dealing effectively with difficult situations and teamwork
• Metrics - understanding Service Level Agreements, key Service Desk metrics and customer satisfaction measurement methodologies
• Tools and technologies - overview of the latest available and their benefits

Note: All SDI qualification courses include a complementary voucher for the relevant SDI examination.