The essential skills and knowledge for delivering customer service and support excellence


This training qualification course equips the support analyst with the skills and knowledge essential to delivering excellent levels of customer service and support.

Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the ten modules covered in SDI’s professional standard for Service Desk Analysts.


Upcoming Service Desk Analyst Courses

London

11-13 Sep 2018

2-4 Oct 2018

6-8 Nov 2018

15-17 Jan 2019

9-11 Apr 2019

14-16 May 2019

25-27 Jun 2019

Leeds

13-15 Nov 2018

4-6 Jun 2019

Manchester

8-10 Oct 2018

5-7 Feb 2019

Birmingham

18-20 Sep 2018

12-14 Mar 2019

Glasgow

 1-3 Oct 2018

28-30 May 2019

Virtual

24-26 Apr 2019

Makati, Philippines

 5-7 Sep 2018

14-16 Nov 2018

 

This course can also be delivered in-house: please call 01689 889 100 for more details


Training PicturesSDA 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 find out more about SDI’s Service Desk Analyst course download the SDA brochure.

 2018 Course Calendar   |   Download Brochure for course outline  |  APMG Exam

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