Module 1 - Roles & Responsibilities
- To identify and understand the role and responsibilities of the Service Desk Analyst
- To identify and understand the role and responsibilities of the Service Desk
- To understand the concepts of best practice within the support industry
- To understand the importance of meeting commitments and delivering service excellence
- To determine the attributes, skills and knowledge of a successful Service Desk Analyst
Module 2 - Relationship Management
- Determine the meaning of customer service within the IT support environment and identify the key elements for delivering customer satisfaction
- Learn about the importance of teamwork in the Service Desk environment and the value and benefits of developing effective relationships with colleagues and other teams
- Recognize the value, importance and benefits of effective customer relationship management
- Understand the importance of cultural awareness and sensitivity in the support environment
Module 3 - Effective Communication Skills & Competencies
- Learn about the importance of effective communication
- Identify ways to ensure your communication is effective
- Determine the requirements for professional call management
- Understand the differences between face to face, telephone and written communication
- Learn about the importance of good listening skills
- Learn about the importance of getting it right when you write
- Understand the value of good questioning skills, and the different types of questions that we ask
Module 4 - Effective Rapport And Conflict Management Skills
- Learn about empathy and how it should be used
- Understand the importance effective conflict management and resolution skills for an SDA
- Learn about the importance of effective negotiation for a Service Desk Analyst
- Learn how to deal with difficult user situations
- Gain a basic understanding of stress: the causes, the symptoms and how to manage it
- Gain understanding of assertive, aggressive and passive behavior
Module 5 - Quality Assurance Activities For The Service Desk
- Recognize and understand the importance of Quality Assurance processes
- Understand the importance of effective customer satisfaction surveys
- Learn about three types of popular customer satisfaction surveys used in the Service Desk environment
- Determine the value and benefits of Service Desk measurements and statistics
Module 6 - Effective Process Management
- Understand what the tenn ‘Process Management’ means
- Appreciate the need for effective and well thought out processes and procedures
- Discover an effective set of processes for call handling
- Understand the importance of high-quality call documentation
Module 7 - It Service Management
- Learn about key responsibilities of the Service Desk Incident Management and Request Fulfilment
- Understand the importance of logging all Incidents correctly and clearly
- Gain understanding of the importance and value of SLAs, OLAs and UCs
- Learn about the various sourcing options utilized in the support environment
- Learn about the two types of escalation and the importance of providing timely status updates
- Learn the basics of and recognize the role the Service Desk plays in the main ITSM processes Problem Management - IT Change Management - Knowledge Management – Security Management - Service Continuity Management
Module 8 - Problem Solving
- Determine the steps taken during the problem solving process
- Understand the benefits of creative problem solving
- Identify techniques for creative problem solving
- Learn about analytical problem solving skills
Module 9 - Service Desk Technologies
- Identify commonly used technologies within the support environment
- Recognize commonly used methods of support
- Understand the benefits and disadvantages of remote control
- Recognize why and how Service Desks can use instant messaging and chat
- Understand the basic anatomy of a network
- Recognize the primary components of laptop or desktop systems
- Identify some common peripheral devices
Module 10 - Tools And Technologies
- Learn the basics of PBX, ACD and IP telephony
- Understand the purpose, advantages and disadvantages of CTI
- Understand the role of self-service technology in the Service Desk environment
- Understand the role of self-help technology for users
- Determine some common uses for self-service technology
- Understand the advantages and potential disadvantages of self-service technology
- Understand the purpose and advantages of selfhealing technology
