What publications are available?
There is the 'Service Desk Certification - A Pocket Guide' is available as a free download
What do The Knowledge Academy provide me on the course?
We provide pre-course reading, The Knowledge Academy courseware folder, exam and refreshments
Does the course include exams?
The course includes the exam which will be taken on the final day of the course (day 3)
Are there any prerequisites for the course?
There are no prerequisites for this course
The Knowledge Academy
Roles and Responsibilities
Identify and understand the role and responsibilities of the professional Service Desk Analyst
Understand the role and responsibilities of the Service Desk
Develop an understanding of Relationship Management from the Service Desk perspective
Identify and agree the key requirements for delivering customer satisfaction
Understand the principles of effective communication in customer support
Understand the differences between face to face, telephone and written communication
Identify ways to enable us to communicate more effectively
Understand how our attitude and approach can influence and affect others
Customer Service Skills and Competencies
Understand how to ask questions skilfully
Determine the importance of good listening skills
Understand the importance of customer service skills in the IT environment
Determine the importance of effective cross-cultural communication
Understand that assertiveness and confidence are necessary qualities for the SDA
Determine methods of dealing with conflict
The Service Desk Environmen
Examine issues, both internal and external, that can affect our motivation
Understand the importance and relevance of ethics within the workplace
Determine the importance and benefits of effective teamwork
Understand the ITSM processes most closely linked to the Service Desk
Identify the responsibilities the Service Desk has within those processes
Understand the importance of effective incident, problem, change, escalation and asset management processes
Managing, Meeting and Maintaining Service Level
Determine the value and benefits of Service Level Agreement
Determine the need for and benefits of metrics and objectives within the support environmen
Understand the importance of effective Customer Satisfaction surveys
Determine the steps taken during the problem solving proces
Understand the benefits of using a creative problem solving approac
Identify techniques for creative problem solvin
Tools and Technologies used in Customer Suppor
Develop a clear understanding of the support tools and technologies available to Service Desk Analysts
Understand and use the terminology of the support industry
Determine the benefits of the tools and technologies we use
Determine methods for implementing Self-Help and Self Service for end-users
- The Knowledge Academy Courseware Book
- Pre-Course Material
- Experienced Instructor
- “From the booking process right through the to the delivery of the course, I found it to be beneficial to my requirements. Would have no seconds thoughts on booking with The Knowledge Academy again”By Aaron Harte (Rating: 4.8 out of 5, 11/03/2012) from Manchester
- “Pleased to say that I enjoyed all aspects of the course - especially the detailed content and on how the course was presented in a professional manner. The literature is very useful for future reference and easy to understand.”By Catherine Gilford (Rating: 4.9 out of 5, 16/03/2012) from Manchester
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Self-improvement from SDI Training That Helps to Resolve Conflicts
SDI course teaches you about the distinct subject that has gained the top stance in the IT organisations throughout the world. SDI or Strength Deployment Inventory is a self-assessment tool that is used to gain the sense of individual-worthiness and their relation and involvement with others.
The latest SDI certification helps you to keep yourself updated on the recent information and competencies. The certifications are a proof of validation to your skills and strengthen the grounds for your demand of better and desirable position in the discipline of details technology. These certifications are strongly suggested to all those candidates who want to pursue excellence in this field or career. It helps your career to reach the doors that can offer excellent placement, respectable positions and better salary.
The Knowledge Academy Institute provides you the SDI training that enhances your skills while working in a team, as a leader or team member. It teaches you to support and manage changes within the IT organisations and adapt to them in a beneficial way. It also improves your skills in sales and gives a boost to your self-drive and ambition. The training is not for passing any exam; it is for self-evaluation and rectification. It improves your abilities to handle situations and hence improves your customer service skills and understanding of conflict management. The Institute provides you the training that supports the current specifications, reviews and revision on the course. It helps you to receive the training that will definitely train you to in a way that you will be able to acquire expertise on the most recent techniques and skills. The certification promises you a worthwhile career in the Information Technologies corporations.
The SDI course includes the subjects like Conflict Management, Leadership, Change adaptability, Sales and Customer Service, and Culture and Values. The course trains you to understand the different conflict scenarios and understand the situations and teaches you to analyze it thoroughly so that you provide the best solution to those hurdles rising within the Information Technology corporations. It builds your conflict management skills and knowledge through one on one conflict conversation sessions. These sessions help you to learn how to mediate and resolve personal conflicts rising at the workplace. This practice strengthens your technique to team conflict intervention. It enables you to resolve any kind of conflict that might rise between stakeholders, colleagues or even business partners.
The SDI certification validates your ability to work efficiently on conflict management and your skills to resolve a deadlock. It validates the fact that you have better self-awareness to manage other employees within a team in the organisation. A certified conflict management expert can properly integrate within the organisation and perform the Emotional Intelligence (EI) tasks efficiently. The certified expert can also support strategic thinking to leadership. The process of training and certification increases one’s leadership skills and ability to perform or deliver properly even under conflict scenarios.
The SDI training teaches advocates, managers, leaders, and team members to support change management strategies. It develops the management skills to tackle with the manager relationship changes or modifications. A management or production process within an organisation tend to face several changes and uprising conflicts or hurdles from time to time and thus it becomes very important that the employees within the organisation must undergo this training so that even under the conflict situations they can perform and build resilience.