Service Desk Foundations

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 clear understanding of the importance of support in today's business environment and the role of the Service Desk
• The responsibilities of a support 'specialist'
• Knowledge of core Service Management processes (incident and problem)
• Confidence to provide professional telephone support
• Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
• Practical preparation for passing the Customer Support Specialist examination
• A recognised qualification for IT Service & Support professionals

Course overview

• Delivering effective support - the role and importance of the Service Desk in the organisation
• Becoming a Support Analyst - everything you need to know about the role, responsibilities and the Service Desk environment
• Key skills and competencies - identify, understand and develop core Service Desk skills
• Service Management processes - how the Service Desk fits in
• Service Level Agreements - their value and importance
• Service Desk metrics - understanding the need and their value

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