This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.

VIRTUALCourse 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



Virtual course delivered online via interactive classroom.
9am – 4pm GMT time with 1 hour lunch break and two 15min breaks.


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