SDI Service Desk & Support – Manager

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.

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

SDI Analyst Certification

Outcomes

The complete service desk management toolkit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.

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Price - $1095

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Delivery Method

Classroom

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Duration

2 Days

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Timetable

Sat 9:30am – 5:30pm
Sun 9:30am – 5:30pm

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What's Included?

Training, Books, Exam

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Duration: 2 Days
Level: Intermediate

Quiz

Results

#1 What is the Full form of OET?

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Working hours

Monday 9:30 am - 6.00 pm
Tuesday 9:30 am - 6.00 pm
Wednesday 9:30 am - 6.00 pm
Thursday 9:30 am - 6.00 pm
Friday 9:30 am - 5.00 pm
Saturday Closed
Sunday Closed