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
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
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
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
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
17 Jan, 2021 - 11 Feb, 2021
20 Jan, 2021 - 02 Feb, 2021
23 Jan, 2021 - 21 Feb, 2021
24 Jan, 2021 - 18 Feb, 2021
27 Jan, 2021 - 09 Feb, 2021
30 Jan, 2021 - 28 Feb, 2021
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:
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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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.
The trainer will give Server Access to the course seekers, and we make sure you acquire practical hands-on training by providing you with every utility that is needed for your understanding of the course.
The trainer is a certified consultant and has significant amount of experience in working with the technology.
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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