The three-day Service Desk Analyst course is focused on equipping support analysts with the skills essential to deliver excellent levels of customer service and support. The course also looks at support methodologies and technologies and the tools utilised within the Service Desk.
It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise. It is based upon the standards and objectives for SDI’s Service Desk & Support Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDI-A exam.
The SDI Service Desk Analyst course would suit candidates working in the following professions or areas:
· Support Analysts
· Service Desk Analysts
· First-line Analysts
· Second-line Analysts
· Client Supports
· Desktop Support Analysts
· Customer Support Officers
· Technical Support Analysts
The course consists of short lectures, exercises, discussions, examination technique, mock examinations and culminates in the invigilated examination.
Aimed at service desk and support analysts with at least 9 months experience in an IT service and support environment. Training and certification provides essential development and a recognized certification.
· Multiple choice
· 60 questions per paper
· 45 marks required to pass (out of 60 available) – 75%
· 60 minutes duration
· Closed book.
The Service Desk Analyst course recognises an individual’s knowledge of customer service competencies and certifies that they have the skills required to work in the support industry. An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage. The high-level objectives are:
· A thorough grounding in skills, competencies and knowledge required for a professional and effective Service Desk analyst
· Essential skills and competencies to deliver an efficient and effective support 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, practical problem solving techniques and how to handle difficult situations
· The importance of teamwork in the support environment
· An understanding of Service Desk metrics, Service Level Agreements, customer satisfaction surveys, and the latest service desk tools and technologies
Syllabus – Key points
1. Roles And Responsibilities
You will identify and understand the role and responsibilities of the professional Service Desk Analyst.
You will identify and understand the role and responsibilities of the Service Desk.
You will determine the attributes, skills and knowledge of a successful Service Desk Analyst.
You will develop an understanding of Relationship Management from the Service Desk perspective.
You will identify and agree the key requirements for delivering customer satisfaction.
2. Effective Communication
You will identify and understand the principles of effective communication in customer support.
You will understand the differences between face to face, telephone and written communication.
You will identify ways to enable us to communicate more effectively.
You will understand how our attitude and approach can influence and affect others.
3. Customer Service Skills And Competencies
You will understand how to ask questions skilfully.
You will determine the importance of good listening skills.
You will understand the importance of customer service skills in the IT environment.
4. Determine The Importance Of Effective Cross-Cultural Communication
You will understand that assertiveness and confidence are necessary qualities for the SDA.
You will determine methods of dealing with conflict.
You will determine the causes, symptoms and ways to manage stress.
5. The Service Desk Environment
You will examine issues, both internal and external, that can affect our motivation.
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You will understand the importance and relevance of ethics within the workplace.
You will determine the importance and benefits of effective teamwork.
6. Process Management
You will understand the IT Service Management (ITSM) processes most closely linked to the Service Desk.
You will identify the responsibilities the Service Desk has within those processes.
You will understand the importance of effective Incident, Problem, Change, Escalation and Asset Management processes.
6. Managing, Meeting And Maintaining Service Levels.
7. Determine The Value And Benefits Of Service Level Agreements (SLA’s)
You will determine the need for and benefits of metrics and objectives within the support environment
You will understand the importance of effective Customer Satisfaction surveys
8. Problem Solving
You will determine the steps taken during the problem solving process.
You will understand the benefits of using a creative problem solving approach.
You will identify techniques for creative problem solving.
You will practice some problem solving techniques.
9. Tools And Technologies Used In Customer Support
You will develop a clear understanding of the support tools and technologies available to Service Desk Analysts.
You will understand and use the terminology of the support industry.
You will determine the benefits of the tools and technologies we use.
You will determine methods for implementing self-help and self service for end-users