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 preparation and refreshments
Does the course include exams?
We provide you with an examination voucher which can be used with Thomson Prometric
Are there any prerequisites for the course?
There are no prerequisites for this course
The Knowledge Academy
Course Outline
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
Effective Communication
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
Process Management
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
Problem Solving
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
- Exam preparation
- Certificate
- Experienced Instructor
- Refreshments
- “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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Maintain High Quality At Service Desk Through SDI Certification
All of us are aware that customer satisfaction is an important part for the success of every organization. Ensuring good customer care is necessary for the growth of your business. A service desk professional should provide best service to the customers in order to achieve growth for business. You can improve the customer satisfaction and enhance the reputation of your business through SDI certification.Most of the employers from all over the world seek professionals with SDI certification at their service desk. SDI certification is a worldwide recognized qualification provided by the Service Desk Institute. It is the duty of the service desk professionals to ensure to offer products and services that meet the expectations of their customers. You can get all the skills and knowledge to offer unique performance at the service desk through SDI course or SDI training programs.
Service Desk Institute is a prominent educational training institute that provides several services for the customer care or service desk professionals of information technology. All their services including online networking communities, affordable certification programs, research delivery, networking advanced practice standards, consultancy services and news updates are effective to advance the career of an IT service desk professional.
People who have joined SDI course or undergo SDI training can provide best service at the customer care or service desk of an organization and they can release products that fulfill all the requirements. You will get an awareness about the necessary guidelines for providing better service to the service desk through SDI training or SDI course and by earning SDI certification. You can SDI training or SDI course to improve the status of an enterprise.
SDI training or SDI course is highly beneficial to provide high quality service desk for an organization. One of the important features of SDI certification is that SDI training and SDI course is based on the professional standards of SDI in order to maintain its high quality. SDI certification needs to be renewed and reviewed every three years for covering the latest advancements in the field of service desk.
Everybody knows that it is necessary for an industry to deliver services at the right time, especially by the IT industry to their customers. You will get a deep understanding of the methodologies and practices to provide the best service at the service desk through SDI course or SDI training. It is possible to deliver services to the clients or customers if you join SDI course or undergo SDI training.
Every enterprise requires IT professionals in order to set up a high quality service desk for delivering perfect services. An organization can develop a successful service desk by appointing candidates with SDI certification. Today every employer knows the value of professionals who have undergone SDI training and earn SDI certification.
SDI certification program is specially designed for the IT service desk professional to support their career. If you want to be a certified service desk professional, it is wise to join SDI course or undergo SDI training. SDI certification is highly suitable for IT professionals working at the service desk or customer care department. You can achieve reliability and efficiency for fulfilling the requirements of customers by completing SDI course or undergoing SDI training programs.
