Key Features
Service Desk Analyst Course Content
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
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.
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
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
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
Projects
- To test your knowledge on Service Desk Analyst Training, you will be required to work on two industry-based projects that discuss significant real-time use cases. This will also ensure hands-on expertise in Service Desk Analyst Training concepts.
- These projects are completely in-line with the modules mentioned in the curriculum.
Service Desk Analyst Training Online - Upcoming Events
14 Apr, 2021 - 27 Apr, 2021
17 Apr, 2021 - 16 May, 2021
18 Apr, 2021 - 13 May, 2021
21 Apr, 2021 - 04 May, 2021
24 Apr, 2021 - 23 May, 2021
25 Apr, 2021 - 20 May, 2021
Service Desk Analyst Online Training Objectives
Service Desk Analyst Training is designed for professional analysts who help users resolve software or hardware device issues. Our Service Desk Analyst training will provide you with a clear understanding of the SDAs' support tools and techniques and relevant projects.
After completion of this training, you will have:
- A clear understanding of how to identify customer requirements and motivations, deal with the situations effectively and manage complex cases.
- Knowledge of IT Service Management processes and the role of the Service Desk.
- A clear understanding of Service Desk tools, Service level agreements, Latest tools and technologies, and customer satisfaction surveys.
- Essential skills and competencies to deliver adequate support inline using SDI’s best practices.
There are no mandatory prerequisites to learn Service Desk Analyst training. But, having at least nine months of work experience will benefit the attendee.
The Service Desk Analysts and Support Analyst with at least nine months of work experience in an IT environment can attend the course.
Service Desk Analyst profession has numerous job opportunities all over the world. Top companies such as L&T, IBM, Amazon, etc., are actively recruiting the Service Desk Analyst offering excited salaries. The average salary for a Service Desk Analyst is around $71,746 per annum.
To learn Service Desk Analyst, you should go through the basic concepts of Service Desk Analysts. With the help of our training, you will achieve an in-depth understanding of Service Desk Analyst. By the end of the training, you will be guided to authenticate your skills by attaining certification.
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Service Desk Analyst Certification Training Course - FAQ's
Yes, you get two kinds of discounts. They are group discount and referral discount. Group discount is offered when you join as a group, and referral discount is offered when you are referred from someone who has already enrolled in our training.
Yes, we accept payments in two installments.
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 first 2 sessions of the training. Please make a note that refunds will be processed within 30 days of prior request.
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