Service Desk Analyst Training
Learn Service Desk Analyst Training to Unleash a Modern Career
Average Rating 4.4 From 965 Students
About Course
Service Desk Analyst Training at SM consultant will train you how to deal with issues regarding Service Desk Environment and understand the importance of Managing, Meeting, and Maintaining Service Levels, Develop a clear understanding of the support tools and technologies available to Service Desk Analysts., etc. The course looks at support methodologies and technologies and the tools utilized 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 utilize. 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.
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Upcoming Batch Schedule for Service Desk Analyst Training
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Self Paced Online Learning
The Self Paced format allows you to stream the course content from anywhere across the globe with a good Internet connection. There is no defined schedule, you can watch them at your comfortable time. Get Started.
Watch Free Service Desk Analyst Training videos before signing up.
Instructor Led Live Training
We deliver Instructor-led online course via your personal computer through an easy-to-use web conferencing tool that allows for real-time interaction between you and the trainer. Get Expert guidance tailored for you.
Join Free Service Desk Analyst Training demo session before signing up.
Service Desk Analyst Training Course Content
1. Roles And Responsibilities
- 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 on the key requirements for delivering customer satisfaction
2. Effective Communication
- 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.
3. Customer Service Skills And Competencies
- 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
4. Process Management
- 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
5. The Service Desk Environment
- 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
6. Problem-Solving
- To determine the steps taken during the problem-solvingprocess
- To understand the benefits of using a creative problem-solving approach
- To identify techniques for creative problem-solving
- To practice some problem-solving techniques
7. Determine The Importance Of Effective Cross-Cultural Communication
- 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
8. Tools And Technologies Used In Customer Support
- 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
9. Managing, Meeting And Maintaining Service Levels
- 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
Need Customized Course Content?
We will customize the Service Desk Analyst Training course content according to your job requirements.
Certification
Once you are successfully through the project, you will be awarded an SM Consultant’s Service Desk Analyst Training Completion Certificate for the course.
SM Consultant’s certification has industry recognition, and we are the preferred training partner for many organizations.
SM Consultant’s Certificate Holders work at 100s of companies
Frequently Asked Questions About Service Desk Analyst Training
1. When will I receive my joining instructions for Service Desk Analyst Training?
Joining instructions for Service Desk Analyst Training is sent two days prior to the course start date, or immediately if the booking is confirmed within this timeframe.
2. How are you better than the other classes? Past achievements?
As they say, “History speaks for itself”, the past achievements would give you a good picture of our reputation, and would also tell you what extra efforts we put in to achieve it.
3. Do you offer a Service Desk Analyst Training Demo or Trial class before joining?
We offer 1 demo classes to students. Just make sure that you select the subject and time of the class so that you get an independent assessment of the quality of teaching and you can take an informed decision.
4. What’s the batch size? Will I get personal attention?
An average batch size could be min. 4-5 and max. 8-10 but irrespective of the batch size you will get personal attention and our trainers will help you understand the technology.
5. What if I am not able to attend or miss a session?
If you are unable to attend your session we will help you understand the session by sharing the recording of the live session and still if you need more assistance, we will arrange a backup session for you.
6. Can I access the Service Desk Analyst Training course material after training?
Yes, you will get the material in pdf format and will have access to the Service Desk Analyst Training recordings.
Have More Questions?
Do let us know if you need more information we will be happy to help you!
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