SDA Course Overview:

This course contains 11 modules that are core to the role of a service desk analyst:

• • Roles and responsibilities – learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support

• • Relationship management – discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork

• • Effective communication skills and competencies – identify and develop the core competencies of communication required on the service desk

• • Problem-solving – examine the process and practice the techniques

• • Effective rapport and conflict management skills – learn how to deal successfully with a variety of people and situations, including the difficult ones

• • Effective processes management – establish the need for processes and procedures for call handling and how to create high-quality documentation

• • IT Service Management – learn about the role of the service desk in the incident management process such as best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge and service level management, IT security

• • Quality assurance activities – review the importance of quality processes, customer satisfaction surveys and the benefits of metrics

• • Tools and technologies – gain an insight into the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology

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