Duration
2 days
Course Description
This two-day Service Desk Foundation qualification course is designed primarily as an in-house induction programme for analysts new to the Service Desk. Alternatively, it is ideal as on-going induction programme for large Service Desks with a continuous intake of new staff. This course can also be customised to suit new staff in non IT telephone based customer support environments.
Audience
The course is suited to analysts looking for a refresher in essential support skills and those wishing to gain an entry-level professional qualification in support.
Recommended for new analysts (often new to IT) and customer service staff with less than 9 month's experience in an internal or external telephone customer support environment. This is induction level course and staff with more skills should consider the Service Desk Analyst course..
Course Objectives
- Understanding of the importance of IT support in today's business environment and the role of the service desk
- Knowledge of core service management processes (incident and problem) - how the service desk fits in to these
- Becoming a Support Analyst - everything you need to know about the role, the responsibilities and the service desk environment
- Essential skills and competencies - identify, understand and deliver efficient and effective support in the service desk environment.
- Confidence to deliver professional telephone support
- Service Level Agreements - their value and importance
- Service Desk metrics - understanding the need and their value
Course Outline
- Roles and Responsibilities - learn about the role that service, support and the service desk plays within an organisation
- Relationship Management - discover the importance of teamwork, customer relationships and cultural awareness
- Effective Communication Skills - identify and develop the essential competencies for effective customer communication
- Conflict Management - learn how to build rapport with customers and successfully deal with conflict
- Professional Customer Service Attitude - develop and maintain a positive approach and attitude in the service environment
- Processes and Procedures - analyse the need for processes and procedures for call handling and the importance of incident management
- Effective Process Management – review the key concepts of service management including service level agreements, escalation, quality assurance, problem, change and knowledge management, security and legal compliance, understand
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.