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Course Length: 3 days.

Overview

Excellent service desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.

Audience

Service desk and support analysts with at least nine months experience in an IT service and support environment.

Outline

1. Understanding Key Concepts to Deliver Effective Support
2. Roles and Responsibilities of a Support Analyst
3. Identify, Understand and Develop Core Competencies
4. Principles of IT Service and the Role of the Service Desk
5. Business & Relationship Management
6. Understanding Service Level Agreements and Other Key Service Desk Metrics
7. Tools and Technologies
8. Skills, Competencies and Knowledge
9. Dealing Effectively with a Variety of Situations
10. Identifying Customer Needs and Motivations, and Handling Difficult Situations
11. Teamwork in the Support Environment
12. Core Service Management Processes
13. Practical Problem Solving Techniques
14. Preparation for Passing the Service Desk Analyst Examination

Prerequisites

Before undertaking this course, students must have completed course (SDF) Service Desk Foundation or have experience in a customer support role.