Service Desk Analyst Training
The Service Desk Analyst (SDA) training course equips candidates with the fundamental practical skills required to fulfil this role and deliver a high standard of customer service and support. This course falls under the broader umbrella topic of SDI, an organisation that provides a worldwide network for IT Service Professionals. The primary skills required by an SDA include relationship management, quality assurance, problem solving, effective rapport, and conflict management. This course spans over three days and on the final day candidates will sit the SDA exam. This Service Desk Analyst training course is accredited by APMG, a leading accreditation and examination institute.
Upcoming Batch for Instructor-led Service Desk Analyst Training
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By the end of Search Engine Optimization training, you will be able to: • essential skills and competencies to deliver efficient and effective support in the Service Desk environment • Recognizing 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 the first time.
Who Should Attend
• Front-line IT engineers • Service desk analysts • Support Analysts • Aspirants are willing to build their career in the field of administration.
Prerequisites For Service Desk Analyst Training
No prerequisites to learn Search Engine Optimization. The following job roles will get benefited by taking up this course: • Service desk analysts • Support Analysts
Curriculum for Service Desk Analyst Training
To identify and understand the role and responsibilities of the professional Service Desk Analyst
To identify and understand the role 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 on 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 for 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
Modes of Training
Each and every class is recorded so if you missed any class you can review the recordings and clarify any doubts with the trainer in next class.
Yes, we don’t assure 100% placement assistance. We are tied up with some corporate companies so when they have a requirement we send your profiles to them.
Yes, we provide demo before starting any training in which you can clear all your doubts before starting training.
Our trainers are real time experts who are presently working on particular platform on which they are providing training.
You can call our customer care 24/7
Max of the students get satisfied with our training, if you are not then we provide a specialised training in return.
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After Completion of training you will receive a course completion certificate from HKR Trainings which adds a value to your carrier and this is the entry to build a carrier with this certificate.