The SDA Service Desk & Support Analyst course is focused on equipping support analysts with the skills essential to deliver excellent levels of customer service and support.
SDI Service Desk & Support – Analyst
Overview
The SDA Service Desk & Support Analyst course is focused on equipping support analysts with the skills essential to deliver excellent levels of customer service and support.
The core concepts covered in the SDA course are:
· Roles & Responsibilities
· Effective Communication
· Customer Service Skills and Competencies
· Determine the importance of effective cross-cultural communication
· The Service Desk Environment
· Process Management
· Managing, Meeting and Maintaining Service Levels
· Problem Solving
· Develop a clear understanding of the support tools and technologies available
Prerequisites
At least 9 months experience in an IT service and support environment
Outcomes
A thorough grounding in the skills, competencies and knowledge required of a professional and effective Service Desk Analyst
Price - $1095
Delivery Method
Classroom
Duration
3 Days
Timetable
Sat 9:30am – 5:30pm
Sun 9:30am – 5:30pm
What's Included?
Training, Books, Exam
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