Attend a Demo Session | Meet the Expert Who Can Kickstart Your Career in Service Desk Analyst
| Course Duration | 30 hrs | ||
|---|---|---|---|
| Live Projects | 2 | ||
| Next Batch | 19 September, 2020 | ||
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 on the key requirements for delivering customer satisfaction
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
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
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
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
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
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
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
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
Recognizing 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 the first time.
High salaries are offered for Service desk analysts. On average, Service desk analysts earn $71,746 USD per annum.
Top companies like IBM, Amazon, L&T are recruiting Service desk analysts around the globe.
Front-line IT engineers
Service desk analysts
Support Analysts
Aspirants are willing to build their career in the field of administration.
No prerequisites to learn Search Engine Optimization. The following job roles will get benefited by taking up this course:
Support Analysts
The tutor will take care of handling the projects. We will provide two real-time projects with a highly-skilled guide who can assist you throughout the project.
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Attend a Demo Session | Meet the Expert Who Can Kickstart Your Career in Service Desk Analyst
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