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SDI Training - SDA Training

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Course Dates, Locations & Prices (Top) | View Course Info

Course Name Date Location Duration Price Book Online
Service Desk Analyst (SDA) 05/12/2016 Manchester
3 days £2449 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Birmingham
3 days £2449 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 London
3 days £2449 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Cambridge
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Leeds
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Southampton
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Norwich
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Reading
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Milton Keynes
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Liverpool
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Sheffield
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Aberdeen
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Glasgow
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Bristol
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Edinburgh
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Belfast
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Dublin
3 days €2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Nottingham
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Newcastle
3 days £2749 Book now Enquire
Service Desk Analyst (SDA) 05/12/2016 Cardiff
3 days £2749 Book now Enquire

Course Information (Top) | View Dates & Pricing

Overview

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 environment
  • 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 approach
  • Identify techniques for creative problem solving

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 
FAQs
  • Course Availability

    The spaces remaining on all courses across the website reflect the availability of the maximum printed course materials and equipment available in stock for any given event. If the spaces remaining do not appear, then there is comfortably enough lead time to provision course materials and equipment upon booking.

  • 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

What's Included?
  • The Knowledge Academy Courseware Book
  • Pre-Course Material
  • Exam 
  • Certificate
  • Experienced Instructor
  • Refreshments
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