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 (Developer) 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 (Analyst) from Manchester
We do not currently have a video for this topic
Classroom Based Training
Whilst online base training has many advantages there are also several hindrances to taking this approach. The most common being the lack of direct and immediate access to an instructor. Should you find yourself unable to progress or need clarification on an aspect of your course you would have to start an email correspondence and wait for a reply. This can be incredibly interrupting to your learning, especially if you find yourself motivated, enthusiastic and raring to go only to find yourself sitting around hoping for a swift response from your instructor.
Consequently, this is the biggest advantage to classroom training. In a classroom environment there is an element of teamwork and interaction that online teaching cannot replicate. The fact that there are others around you in the same situation can be a fantastic motivator, giving you instant access to the instructor and the opportunity to take part in debates and discussions about your course, reinforcing what you are learning along the way.
Unfortunately these advantages can pass by some students. It can sometimes be difficult for an instructor to recognise and engage some people, especially those that may be shy or introverted. Those who are more vocal can dominate discussions and potentially drown out the quieter members of a classroom, partly negating the advantages of the social aspect of classroom learning.
The biggest difference between the two, and the main reason that online courses have received a boom in popularity is that unlike classroom training, online courses can reach hundreds to even thousands more people at once in a swift and effective manner. This method ensures consistency in the course content, and for the companies training, a steady stream of data that helps them ascertain what is and isn’t working in their courses, helping them to develop, adapt, and provide a better service moving forward.
Ultimately, the decision of which approach to choose is entirely down to the customer. If you think that you have the desire and motivation to milk every last drop of learning possible from an online course, then it may just be the best approach for you.
However, if you prefer a social aspect to your learning and the possibility to bounce ideas off others in the same position as you, as well as instant and constructive advice from a tutor, perhaps a classroom based approach is the optimal route.
Fortunately at The Knowledge Academy we offer expert training in both approaches to learning. We have an efficient customer service department we do our best to ensure that you get the best result possible from whatever course you decide to take. When all is said and done, our priority is that you receive first-rate training that enables you to move forward better prepared and in a far better position than which you first contacted us in.