The SDI® Service Desk Analyst course is designed to equip learners with the essential skills and knowledge required to deliver effective and efficient support in a service desk environment. Through its comprehensive modules, participants will gain insights into their roles and responsibilities, learning to enhance customer satisfaction, communicate effectively, and manage various service desk functions.
Module 1 lays a strong foundation, emphasizing the importance of understanding the Service Desk Analyst's role, required skills, and relationship management. Module 2 focuses on honing effective communication across different mediums, while Module 3 delves into customer service skills and competencies, crucial for successful interactions. Learners will explore cross-cultural communication in Module 4 and understand the dynamics of the service desk environment in Module 5.
Module 6 addresses process management, teaching analysts about ITSM processes and responsibilities. Module 7 covers service levels, emphasizing the value of SLAs and the impact of metrics and customer satisfaction surveys. With Module 8, problem-solving takes center stage, guiding learners through creative techniques and processes. Finally, Module 9 familiarizes learners with tools and technologies, including self-help and self-service implementations.
This course will not only bolster the proficiency of Service Desk Analysts but also contribute to the overall effectiveness and productivity of the service desk team.
Purchase This Course
♱ Excluding VAT/GST
You can request classroom training in any city on any date by Requesting More Information
♱ Excluding VAT/GST
You can request classroom training in any city on any date by Requesting More Information
The SDI® Service Desk Analyst course is designed for IT professionals focused on customer support and service desk operations.
Service Desk Analysts
Technical Support Staff
IT Support Engineers
Helpdesk Technicians
IT Service Desk Technicians
Customer Support Representatives
IT Specialists involved in customer service
Technical Service Representatives
IT Helpdesk Coordinators
Desktop Support Analysts
Client Services Analysts
IT Customer Service Professionals
Service Desk Team Leaders (seeking to understand analysts' roles)
Support Center Analysts
Entry-level IT professionals looking to specialize in service desk roles
IT professionals seeking certification in service management
IT Managers who need to understand the role and function of the service desk
Anyone aiming to improve their IT service desk communication and problem-solving skills
The SDI® Service Desk Analyst course equips participants with essential skills, from mastering communication and problem-solving to understanding ITSM processes, aimed at enhancing Service Desk operations.
