SDI Service Desk Analyst - REETUS

December 9, 2019by REETUS TRAINING

SDI Service Desk Analyst

Duration 3 days

Overview

The SDI Service Desk Analyst Course provides the essential skills and knowledge required for delivering customer service and support excellence. Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the modules covered in SDI’s professional standard for Service Desk Analysts.
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Target Audience

The SDA qualification course is for front-line IT service and support analysts with some experience in a first-line or second-line service desk environment. For analysts looking to grow in their role and gain a recognized qualification in their profession, this course will help them to develop practical skills while earning a certificate that endorses their commitment and knowledge. Examples of professional job titles include:
  • Support Analyst
  • Second-line Analyst
  • Customer Support Officer
  • Service Desk Analyst
  • Client Support Technician/Consultant
  • Technical Support Analyst
  • First-line Analyst
  • Desktop Support Analyst
  • Service Centre Analyst

Course Objectives

This course is designed to provide service desk and support analysts with the skills to work consistently within industry recognised standards and in-line with best practice guidelines.

It reviews the four key concepts covered in the standards: professionalism and roles, analyst skills, process and supported technologies and enabling tools, on which are based the skills, competencies and knowledge that a service desk and support analyst requires in order to deliver professional and effective support.

The objectives of the course are to provide service desk and support analysts with:

  • A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst
  • The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards
  • A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations and how to handle difficult situations
  • The ability to recognize the importance of teamwork in the support environment
  • Knowledge of core IT service management processes and the role of the service desk within these
  • Practical problem solving techniques to help resolve customers’ issues first time
  • An understanding of service desk metrics, service level agreements, customer satisfaction surveys, and the latest service desk tools and technologies
  • An awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity
  • Practical preparation techniques for passing the service desk and support analyst examination

Prerequisite

There is no prerequisite to attend this course

Course Contents

Module 1: 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

Module 2: Relationship Management

  • Discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork

Module 3: Effective Communication Skills and Competencies

  • Identify and develop the core competencies of communication required on the service desk

Module 4: Problem Solving

  • Examine the process and practice the techniques

Module 5: Effective Rapport and Conflict Management Skills

  • Learn how to deal successfully with a variety of people and situations, including the difficult ones

Module 6: Effective Processes Management

  • Establish the need for processes and procedures for call handling and how to create high-quality documentation

Module 7: 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

Module 8: Quality Assurance Activities

  • Review the importance of quality processes, customer satisfaction surveys and the benefits of metrics

Module 9: Tools and Technologies

  • Gain an insight into the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology

Learning Outcomes

At the end of this course you will have:
  • Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
  • Practical knowledge of how to use these skills to deal effectively with a variety of situations
  • A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
  • Understand the importance of teamwork in the support environment
  • A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst

Examination

Closed book - 1 hour
60 Multiple choice questions
Passing mark is 65% (39/40)

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Countries Covered
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Malaysia
Singapore
Philippines
Indonesia
India
Thailand
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