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

Course Name Date Location Duration Price Book Online
Service Desk Analyst (SDA) 10/08/2015 Birmingham 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 Bristol 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 Edinburgh 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 Glasgow 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 Leeds 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 London 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 Manchester 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 Milton Keynes 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 Newcastle 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 Reading 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 10/08/2015 Southampton 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 24/08/2015 Aberdeen 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 24/08/2015 Belfast 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 24/08/2015 Brighton 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 24/08/2015 Cambridge 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 24/08/2015 Cardiff 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 24/08/2015 Chelmsford 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 24/08/2015 Dublin 3 days €1149 Book nowEnquire
Service Desk Analyst (SDA) 24/08/2015 Guildford 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 24/08/2015 Leicester 3 days £1149 Book nowEnquire

Course Information (Top) | View Dates & Pricing

Overview

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 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
  • 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
Video

We do not currently have a video for this topic

Blog

PRINCE2 Will Change Your Life

I’m sure the question that’s floating around your mind is “How?”

Well you’ve come to the right place because we’re going to tell you all about it.

PRINCE2 is an acronym for Projects in Controlled Environments. It’s a de facto process-based method for effective project management. This means that the course allows you to run your business with the correct methodology in mind. PRINCE2 has become increasingly more popular and is now a globally recognised certification in both public and private sector organisations. 

Fact of the day:
“PRINCE2 has been around since 1989, that’s nearly 30 years!”

PRINCE2’s Key Features Include:
     1. Business justification focus
     2. An organised and defined structure for the project management team
     3. A planning approach to products
     4. Helps divide your poroject into stages that are manageable and controllable
     5. A level of flexibilty that can applied to your business' project(s)

So what are the benefits of PRINCE2?
By using PRINCE2, it will provide you with the resources and the ability to manage your business as well as projecting risk more effectively.
This will benefit:
     - Anyone searching for leading project management skills to further their career
     - Any current budding project managers within your business
     - Directors or executives of projects and organisations

Having a PRINCE2 certification would be an asset to your career; not only will it increase your likelihood for employment, but it also helps you fulfil your job to the best of your abilities!

Where do you see yourself in years to come?
Being PRINCE2 Certified opens up many doors to a better future. It will enable you to make your way up the management ladder. Getting a project management role can require several years of experience within a technical role appropriate to the project, but being certified would boost your chances of being able to climb that ladder quicker!

You could find yourself managing projects anywhere from the top of an office building to even remote tropical islands out on the ocean.

Qualifications and Training
Imagine PRINCE2 as if it were a cake; with four tiers, each containing a different level of which you can study the course.
PRINCE2 Foundation:
This is the base of the cake, a great place to start is you’re new. The foundation course covers the basic methodology and terminology of PRINCE2.
PRINCE 2 Practitioner:
The second tier is suitable for those already managing projects within a PRINCE2 environment and therefore have a little experience in mind.
PRINCE2 Foundation & Practitioner:
Tier three contains both courses if you wish to take both.
PRINCE2 Re-Registration:
You will need to re-register after 3-5 years of becoming “PRINCE2 Certified”, this is just to keep your memory refreshed. Just think of it as you’re done eating the first and second (maybe even third) tiers of your cake – but the final tier, you can’t quite stomach yet. So you come back to it every now and then to remind you how good it tastes.

The world of PRINCE2 will open up your mind to many possibilities in the future of your career.

“So have your cake and eat it.”

Send us your onsite requirements and we will
provide a tailor made course for you!

Happy Customers

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
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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.
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