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 – Manager
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.
Price - $1095
Delivery Method
Classroom
Duration
2 Days
Timetable
Sat 9:30am – 5:30pm
Sun 9:30am – 5:30pm
What's Included?
Training, Books, Exam
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