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 teamwork, 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 into the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology.

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