Service Desk Analyst Training
Service Desk Analyst is designed By support methodologies & technologies & tools utilized in the Service Desk. It reviews key issues such as:benefits & pitfalls & the importance of metrics,the implementation of service management processes & effective problem solving techniques that a Service Desk Analyst can utilize.
Instructor-Led Live Online Training
- Hands On Experience
- Certified & Industry Experts Trainers
- Free Demo
- Customize Course Curriculum
- Schedule: 19 Jan 2019 - 18 Feb 2019
- Schedule: 26 Jan 2019 - 25 Feb 2019
- Schedule: 03 Feb 2019 - 02 Mar 2019
- Contact Us for Flexible Timings
Self-Paced Learning
- Learning through Videos
- Watch Anywhere, Anytime
- Videos done by Experts
- Lifetime Access
- Cost Effective
- Suited For All Types of Learners
- 24*7 Support
Course Details
Service Desk Analyst provides first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.
Service Desk Analyst Training Curriculum
Roles and Responsibilities
To identify and understand the role and responsibilities of the professional Service Desk Analyst, To identify and understand the role and responsibilities of the Service Desk, To determine the attributes, skills and knowledge of a successful Service Desk Analyst, To develop an understanding of Relationship Management from the Service Desk perspective, To identify and agree the key requirements for delivering customer satisfaction.
Effective Communication
To identify and understand the principles of effective communication in customer support, To understand the differences between face to face, telephone and written communication, To identify ways to enable us to communicate more effectively, To understand how our attitude and approach can influence and affect others.
Customer Service Skills and Competencies
To understand how to ask questions skilfully, To determine the importance of good listening skills, To understand the importance of customer service skills in the IT environment.
Determine the importance of effective cross-cultural communication
To understand that assertiveness and confidence are necessary qualities for the SDA, To determine methods of dealing with conflict, To determine the causes, symptoms and ways to manage stress.
The Service Desk Environment
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
To understand the ITSM processes most closely linked to the Service Desk, To identify the responsibilities the Service Desk has within those processes, To understand the importance of effective incident, problem, change, escalation and asset management processes.
Managing, Meeting and Maintaining Service Levels
Determine the value and benefits of Service Level Agreements, Determine the need for and benefits of metrics and objectives within the support environment, Understand the importance of effective Customer Satisfaction surveys.
Problem Solving
To determine the steps taken during the problem solving process, To understand the benefits of using a creative problem solving approach, To identify techniques for creative problem solving, To practice some problem solving techniques.
Tools and Technologies used in Customer Support
Develop a clear understanding of the support tools and technologies available to Service Desk Analysts, To understand and use the terminology of the support industry, Determine the benefits of the tools and technologies we use, To determine methods for implementing Self-Help and Self Service for end-users.
Faq's
Tekslate basically offers the online instructor-led training. Apart from that we also provide corporate training for enterprises.
Our trainers have relevant experience in implementing real-time solutions on different queries related to different topics of Service Desk Analyst Training. Tekslate also verifies their technical background and expertise.
As we are one of the leading providers of Training in Service Desk Analyst , We have customers from: Popular cities of USA, like: The City of New York, often called New York City (NYC) or simply New York, is the most populous city in the United States.New York City is also the most densely populated major city in the United States. Located at the southern tip of the state of New York, the city is the center of the New York metropolitan area, the largest metropolitan area in the world by urban landmass and one of the world’s most populous mega cities. Silicon Alley, centered in Manhattan, has evolved into a metonym for the sphere encompassing the New York City metropolitan region’s high technology industries involving the Internet, new media, telecommunications, digital media, software development, biotechnology, game design, financial technology (“FinTech”), and other fields within information technology that are supported by its entrepreneurship ecosystem and venture capital investments. Houston is the most populous city in the U.S. state of Texas and the fourth most populous city in the United States. Houston is recognized worldwide for its energy industry—particularly for oil and natural gas—as well as for biomedical research and aeronautics. Renewable energy sources—wind and solar—are also growing economic bases in the city. The Chicago metropolitan area, often referred to as “Chicagoland”, has nearly 10 million people and is the third-largest in the United States and fourth largest in North America. Positioned along Lake Michigan, the city is an international hub for finance, commerce, industry, technology, telecommunications, and transportation. The city claims two Dow 30 companies: aerospace giant Boeing, which moved its headquarters from Seattle to the Chicago Loop in 2001 and Kraft Heinz. Dallas is the most populous city in the Dallas–Fort Worth metroplex, which is the fourth most populous metropolitan area in the United States. The economy of Dallas is considered diverse, with dominant sectors including defense, financial services, information technology, telecommunications and transportation. It serves as the headquarters for 9 Fortune 500 companies within the city limits. San Jose officially the City of San Jose is an economic, cultural and political center of Silicon Valley and the largest city in Northern California. San Jose is a global city, notable as a center of innovation, for its affluence,weather, and high cost of living. San Jose’s location within the booming high tech industry, as a cultural, political, and economic center has earned the city the nickname “Capital of Silicon Valley”.
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TekSlate is the leading training provider in Hyderabad. Hyderabad popularly known as the City of Pearls & is the capital city of Andhra Pradesh. The city popular for its Film City and Charminar, Hyderabad is also a growing metropolitan area of the South. The city has been a prosperous pear and diamond trading center for the nation from years. Alongside, many manufacturing and financial institutions entered the city with industrialization. Also the flourishing pharmaceutical and biotechnology industries in Hyderabad earned it the title of India& pharmaceutical capital. The city is home to more than 1300 IT firms including Google, IBM, Yahoo, Dell, Facebook, Infosys, TCS, Wipro and more. TekSlate is the leading training provider in Bangalore. It is the capital of the Indian state of Karnataka. It has a population of over ten million, making it a megacity and the third most populous city and fifth most populous urban agglomeration in India. Bangalore is sometimes referred to as the “Silicon Valley of India” (or “IT capital of India”) because of its role as the nation’s leading information technology (IT) exporter. Indian technological organisations ISRO, Infosys, Wipro and HAL are headquartered in the city. Madras is divided into four broad regions: North, Central, South and West. North Madras is primarily an industrial area. South Madras and West Madras, previously mostly residential, are fast becoming commercial, home to a growing number of information technology firms, financial companies and call centers. Pune is known as “Oxford of the East” due to the presence of several well-known educational institutions. The city has emerged as a major educational hub in recent decades, with nearly half of the total international students in the country studying in Pune. Research institutes of information technology (IT), education, management and training in the region attract students and professionals from India and overseas. Several colleges in Pune have student-exchange programs with colleges in Europe. Along with it, we also prevail our valuable online training in the places of UK, Australia, and other parts of the world.
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We record each LIVE class session you undergo through and we will share the recordings of each session/class.
If you have any queries you can contact our 24/7 dedicated support to raise a ticket. We provide you email support and solution to your queries. If the query is not resolved by email we can arrange for a one-on-one session with our trainers.
You will work on real world Best Service Desk Analyst Online Training projects wherein you can apply your knowledge and skills that you acquired through our training. We have multiple projects that thoroughly test your skills and knowledge of various aspect and components making you perfectly industry-ready.
Our Trainers will provide the Environment/Server Access to the students and we ensure practical real-time experience Service Desk Analyst Online training by providing all the utilities required for the in-depth understanding of the course.
If you are enrolled in classes and/or have paid fees, but want to cancel the registration for certain reason, it can be attained within 48 hours of initial registration. Please make a note that refunds will be processed within 30 days of prior request.
The Training itself is Real-time Project Oriented.
Yes. All the training sessions are LIVE Online Streaming using either through WebEx or GoToMeeting, thus promoting one-on-one trainer student Interaction.
There are some Group discounts available if the participants are more than 2.
As we are one of the leading providers of Online training, We have customers from: Popular cities of USA, like: Popular cities of Canada, like: Popular cities of India, like: Along with it, we also prevail our valuable online training in the places of UK, Australia, India and other parts of the world
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