The course looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise. It is based upon the standards and objectives for Service Desk Analyst qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDA exam.
Service Desk Analyst is being used by most of the world’s top multinationals. Service Desk Analyst professionals are earning very high salaries when compared with other technologies.With high demand and a number of job opportunities in this field, the following people will get benefited from this course
1st line IT support analysts
Helpdesk/Service Desk analysts
An in-depth knowledge on Service Desk Analyst project which focuses on all the critical components of Service Desk Analyst will be provided by our trainer. As a result, you can increase your visibility and increase your efficiency and draw real connections between different components of Service Desk Analyst. You will also get the complete material covering all the aspects of this project.
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
Free Demo for Corporate & Online Trainings.
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.
As we are one of the leading providers of Live Instructor LED training, We have customers from USA, UK, Canada, Australia, UAE, Qatar, NZ, Singapore, Malaysia, India and other parts of the world. We are located in USA. Offering Online Training in Cities like
New York, New jersey, Dallas, Seattle, Baltimore, Houston, Minneapolis, Los Angeles, San Francisco, San Jose, San Diego, Washington DC, Chicago, Philadelphia, St. Louis, Edison, Jacksonville, Towson, Salt Lake City, Davidson, Murfreesboro, Atlanta, Alexandria, Sunnyvale, Santa clara, Carlsbad, San Marcos, Franklin, Tacoma, California, Bellevue, Austin, Charlotte, Garland, Raleigh-Cary, Boston, Orlando, Fort Lauderdale, Miami, Gilbert, Tempe, Chandler, Scottsdale, Peoria, Honolulu, Columbus, Raleigh, Nashville, Plano, Toronto, Montreal, Calgary, Edmonton, Saint John, Vancouver, Richmond, Mississauga, Saskatoon, Kingston, Kelowna, Hyderabad, Bangalore, Pune, Mumbai, Delhi, Dubbai, Doha, Melbourne, Brisbane, Perth, Wellington, Auckland etc…
The industry-proven and internationally recognised certifications administered by APMG-International on behalf of SDI can help you get ahead throughout your IT support career. The detailed information is available here. The learning path and the project Mindmajix comes up with will be exactly in line with these certification programs which enables you to clear Service Desk Analyst certification exams with greater ease and secure a job in top multinationals.