This course contains everything that is typically core to the role of a Service Desk Analyst:

• Roles and responsibilities: learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence

• Relationship management: discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective

• Effective communication skills and competencies: explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate

• Problem-solving: a close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster

• Effective rapport and conflict management skills: learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation

• Resilience: understand and develop emotional resilience to help detect and manage both positive and negative signs of stress

• Managing practices, processes, and procedures: establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation

• IT Service Management: learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management

• Quality assurance program: review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics

• Managing customer feedback: understand the purpose, objectives, and components of successful feedback management

• Support methods: gain an insight into the different methods of delivering support, including the benefits of remote support and self-service

• AI & automation: identify common examples, benefits and challenges of AI and automaton within service management