SDA: Service Desk Analyst

Following the completion of the course, delegates will have:

• A thorough grounding in the skills, competencies and knowledge required of a professional and effective Service Desk Analyst.
• The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards.
• A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations and how to handle difficult situations.
• Recognizing of the importance of teamwork in the support environment.
• Knowledge of core IT Service Management processes and the role of the Service Desk within these.
• Practical problem solving techniques to help resolve customers’ issues first time.
• An understanding of Service Desk metrics, service level agreements, customer satisfaction surveys, and the latest Service Desk tools and technologies.
• Awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity.
• Practical preparation for passing the Service Desk Analyst examination

An SDI© Service Desk Foundation certificate and at least 9 months’ working experience in an IT and support environment

Front-line IT service and support analysts with some experience in a first-line or second-line service desk environment. For analysts looking to grow in their role and gain a recognised qualification in their profession, this course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

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

SDM: Service Desk Manager

Master the key areas of service desk management, gain the globally recognised Service Desk Manager qualification and lead your team to lasting success.

ITIL4F: ITIL4 Foundation Training

This ITIL4F: ITIL4 Foundation Training course is a three-day classroom training relevant for professionals who play a role in developing, implementing and managing IT services in order to understand, create and deliver business value. The course is based on the updated ITIL framework dubbed ITIL4.