The importance of delivering high quality customer service in today’s support environment means that the responsibilities of IT support analysts are many and, as a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.
Excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS or through social media channels to its agreed IT service levels. This course equips analysts with the essential skills for delivering an excellent level of customer service and support.
This course is designed to provide service desk and support analysts with the skills to work consistently within industry recognised standards and in-line with the best practices guidelines.
It reviews the four key concepts covered in the standards: professionalism and roles, analyst skills, process and supported technologies and enabling tolls, on which the skills, competencies and knowledge required to deliver professional and effective support are based.
Module 1: Roles and responsibilities
Module 2: Relationship management
Module 3: Effective communication skills and competencies
Module 4: Problem-solving
Module 5: Effective rapport and conflict management skills
Module 6: Effective processes management
Module 7: IT Service Management
Module 8: Quality assurance activities
Module 9: Service desk technologies
Module 10: Tools and technologies
This course prepares to the officla SDI’s examination Serviuce Desk Analyst (SDA)
It’s made of 60 multiple choice questions, with a passing score of 65% (39 correct answers required)
An exam voucher is included with this training
Du lundi au vendredi, de 8:30 à 18:00.
Monday to Friday, from 8:30 am to 06:00 pm.
