SDA Course Overview in brief:
This course contains 11 modules that are core to the role of a service desk analyst:

Roles and responsibilities – learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support

Relationship management – discover the importance of team work, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork

Effective communication skills and competencies – identify and develop the core competencies of communication required on the service desk

Problem solving – examine the process and practice the techniques

Effective rapport and conflict management skills – learn how to deal successfully with a variety of people and situations, including the difficult ones

Effective processes management – establish the need for processes and procedures for call handling and how to create high-quality documentation

IT Service Management – learn about the role of the service desk in the incident management process such as best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge and service level management, IT security

Quality assurance activities – review the importance of quality processes, customer satisfaction surveys and the benefits of metrics

Tools and technologies – gain an insight in to the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology

To book please contact a member of our training team on +44 (0)1689 889100 or book online.


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