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    Service Desk Analyst Training

    BY
    Mindmajix Technologies

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    Mode

    Online

    Quick Facts

    particular details
    Medium of instructions English
    Mode of learning Self study, Virtual Classroom
    Mode of Delivery Video and Text Based
    Frequency of Classes Weekdays, Weekends

    Course and certificate fees

    certificate availability

    Yes

    certificate providing authority

    Mindmajix Technologies

    The syllabus

    Roles And Responsibilities

    • To identify and understand the roles and responsibilities of the professional Service Desk Analyst
    • To identify and understand the roles 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 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

    Practice Test & Interview Questions

    Instructors

    Mr Ramana 1
    Trainer
    Mindmajix Technologies

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