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Service Desk Analyst Training

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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.


Date :
02 Dec 2016
Course Duration (Hrs) :
30
Date :
03 Dec 2016
Course Duration (Hrs):
30
Date :
04 Dec 2016
Course Duration (Hrs):
30
Date :
09 Dec 2016
Course Duration (Hrs):
30
Date :
10 Dec 2016
Course Duration (Hrs):
30
Date :
11 Dec 2016
Course Duration (Hrs):
30
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The Service Desk Analyst assists support for basic incident resolution and requests reported to the division service desk. Other responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.

The Service Desk Analyst is also responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. When problems arise beyond the scope of their ability or responsibility, then they are resolved by engaging in a timely manner.

Service Desk Analyst Training Overview

This training course equips the roles and responsibilities essential for effective communication in customer support. It deals with customer service skills and competencies. Learn about how to deal with issues regarding Service Desk Environment. Understand the importance of Managing, Meeting and Maintaining Service Levels. In brief, after the completion of training you will be expert in Tools and Technologies used in Customer Support.

Service Desk Analyst Training Curriculum

curriculum_moduleRoles 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

curriculum_moduleEffective 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

curriculum_moduleCustomer 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

curriculum_moduleDetermine 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

curriculum_moduleThe 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

curriculum_moduleProcess 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

curriculum_moduleManaging, 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

curriculum_moduleProblem 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

curriculum_moduleTools 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


 

Service Desk Analyst Course FAQs

Our trainers have relevant experience in implementing real-time solutions on different queries related to different topics. Mindmajix verifies their technical background and expertise.

We record each LIVE class session you undergo through and we will share the recordings of each session/class.

Trainer will provide the Environment/Server Access to the students and we ensure practical real-time experience and training by providing all the utilities required for the in-depth understanding of the course.

If you are enrolled in classes and/or have paid fees, but want to cancel the registration for certain reason, it can be attained within 48 hours of initial registration. Please make a note that refunds will be processed within 30 days of prior request.

The Training itself is Real-time Project Oriented.

Yes. All the training sessions are LIVE Online Streaming using either through WebEx or GoToMeeting, thus promoting one-on-one trainer student Interaction.

There are some Group discounts available if the participants are more than 2.

As we are one of the leading providers of Online training, we have customers from USA, UK, Canada, Australia, UAE and other parts of the world. We are located in the USA.

Mindmajix Technologies Inc

14 Pasco Drive
East Windsor, Connecticut, 06088
United States (US)
Phone: 201 378 0518


 

Job Support

Mindmajix Job support’s aim is to train and support as many young IT professionals as possible in achieving their tasks for attaining quality jobs in the regular workforce.

For a fresher in IT, the actual requirement of programming and development standards could be partially or completely different in the job environment. Job support gives graduates that extra guidance before or after they attempt employment into IT sector by assisting them with the Service Desk Analyst training by highly experienced and real time professionals with full stack technical background in the Service Desk Analyst field. They address your complete issues that you face periodically.

We have wide-spread services across India, USA, Australia and other countries, assisting software employed people to excel in their jobs when they have an onset of a worsening condition.

Our trainers support you solve your technical problem and guide you to the right path in order to obtain a favourable solution. Once we understand your project, the subsequent problems are solved even better and faster.

What we assure?

* Our trainers make it a point to make you capable of understanding the real world scenarios.

* Our trainers will provide exceptional Technical assistance and help you out solve your Technical problems at your jobs in an efficient way.

* We assist the person learn a new job, and ensure extra assistance or a different format for learning the role vividly.

We Specialize in providing most reliable support and you can entirely entrust to us.


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