Course Description
SDI© Service Desk Analyst encourages students to participate in group exercises and discussions in order to identify the roles and responsibilities of the modern Service Desk.
Students debate the skills, knowledge and attributes required for staff to succeed in their roles, learn the importance of customer relationship management, and review the service skills required to develop and maintain good working relationships with customers and peers.
The course also looks at support methodologies and technologies and the tools utilized within the Service Desk. It reviews key 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 utilize.
Objectives
Following the completion of the course, delegates will have:
A thorough grounding in the skills, competencies and knowledge required of a professional and effective
Service Desk Analyst.
The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards.
A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations and how to handle difficult situations.
Recognizing of the importance of teamwork in the support environment.
Knowledge of core IT Service Management processes and the role of the Service Desk within these.
Practical problem solving techniques to help resolve customers’ issues first time.
An understanding of Service Desk metrics, service level agreements, customer satisfaction surveys, and the latest Service Desk tools and technologies.
Awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity.
Practical preparation for passing the Service Desk Analyst examination
Target Audience
Front-line IT service and support analysts with some experience in a first-line orsecond-line service desk environment.
For analysts looking to grow in their role and gain a recognised qualification in their profession, this course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.
Course Outline :: Service Desk Analyst ::
Prerequisites
An SDI© Service Desk Foundation certificate and at least 9 months work experience in an IT and support environment.
Course Outline
- 1. ROLES & RESPONSIBILITIES
To identify and understand the role and responsibilities of the Service Desk Analyst
To identify and understand the role and responsibilities of the Service Desk
To understand the concepts of best practice within the support industry
To understand the importance of meeting commitments and delivering service excellence
To determine the attributes, skills and knowledge of a successful Service Desk Analyst
- 2. RELATIONSHIP MANAGEMENT
Determine the meaning of customer service within the IT support environment and identify the key elements for delivering customer satisfaction
Learn about the importance of teamwork in the Service Desk environment and the value and benefits of developing effective relationships with colleagues and other teams
Recognize the value, importance and benefits of effective customer relationship management
Understand the importance of cultural awareness and sensitivity in the support environment
- 3. EFFECTIVE COMMUNICATION SKILLS & COMPETENCIES
Learn about the importance of effective communication
Identify ways to ensure your communication is effective
Determine the requirements for professional call management
Understand the differences between face to face, telephone and written communication
Learn about the importance of good listening skills
Learn about the importance of getting it right when you write
Understand the value of good questioning skills, and the different types of questions that we ask
- 4. EFFECTIVE RAPPORT AND CONFLICT MANAGEMENT SKILLS
Learn about empathy and how it should be used
Understand the importance effective conflict management and resolution skills for an SDA
Learn about the importance of effective negotiation for a Service Desk Analyst
Learn how to deal with difficult user situations
Gain a basic understanding of stress: the causes, the symptoms and how to manage it
Gain understanding of assertive, aggressive and passive behavior
- 5. QUALITY ASSURANCE ACTIVITIES FOR THE SERVICE DESK
Recognise and understand the importance of Quality Assurance processes
Understand the importance of effective customer satisfaction surveys
Course Outline :: Service Desk Analyst ::
Learn about three types of popular customer satisfaction surveys used in the Service Desk environment
Determine the value and benefits of Service Desk measurements and statistics
- 6. EFFECTIVE PROCESS MANAGEMENT
Understand what the tenn ‘Process Management’ means
Appreciate the need for effective and well thought out processes and procedures
Discover an effective set of processes for call handling
Understand the importance of high-quality call documentation
- 7. IT SERVICE MANAGEMENT
Learn about key responsibilities of the Service Desk-Incident Management and Request Fulfilment
Understand the importance of logging all Incidents correctly and clearly
Gain understanding of the importance and value of SLAs, OLAs and UCs
Learn about the various sourcing options utilized in the support environment
Learn about the two types of escalation and the importance of providing timely status updates
Learn the basics of and recognize the role the Service Desk plays in the main ITSM processes Problem
Management - IT Change Management - Knowledge Management – Security Management – Service Continuity
Management
- 8. PROBLEM SOLVING
Determine the steps taken during the problem solving process
Understand the benefits of creative problem solving
Identify techniques for creative problem solving
Learn about analytical problem solving skills
- 9. SERVICE DESK TECHNOLOGIES
Identify commonly used technologies within the support environment
Recognize commonly used methods of support
Understand the benefits and disadvantages of remote control
Recognize why and how Service Desks can use instant messaging and chat
Understand the basic anatomy of a network
Recognize the primary components of laptop or desktop systems
Identify some common peripheral devices
- 10. TOOLS AND TECHNOLOGIES
Learn the basics of PBX, ACD and IP telephony
Understand the purpose, advantages and disadvantages of CTI
Understand the role of self-service technology in the Service Desk environment
Understand the role of self-help technology for users
Determine some common uses for self-service technology
Course Outline :: Service Desk Analyst ::
Understand the advantages and potential disadvantages of self-service technology
Understand the purpose and advantages of selfhealing technology
Programme scope, delivery arrangements and suitability are confirmed during enquiry.