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SDI Training Cambridge
Service Desk Training
- SDI Training in luxury nationwide venues
- Includes pre-course material, manual, exam and certificate
- Courses delivered by world class SDI Training instructors
- Book Online or Call 02045797300 to speak to a SDI Training advisor today
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FAQs
What time shall I arrive at the venue?
Please arrive at the venue for 08:45am
What are the pre-requisites?
Candidates do not require any previous experience to attend this course.
What is the duration of the course?
3 days
Do I need to bring anything with me to the course?
Note pad and pen
How long until I receive the course confirmation details?
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
What is the experience of the instructor(s) delivering my course?
All of our instructors are fully accredited and have over ten years of experience
Overview
Course Outline
Roles and Responsibilities
Identify and understand the role and responsibilities of the professional Service Desk Analyst
Understand the role and responsibilities of the Service Desk
Develop an understanding of Relationship Management from the Service Desk perspective
Identify and agree the key requirements for delivering customer satisfaction
Effective Communication
Understand the principles of effective communication in customer support
Understand the differences between face to face, telephone and written communication
Identify ways to enable us to communicate more effectively
Understand how our attitude and approach can influence and affect others
Customer Service Skills and Competencies
Understand how to ask questions skilfully
Determine the importance of good listening skills
Understand the importance of customer service skills in the IT environment
Determine the importance of effective cross-cultural communication
Understand that assertiveness and confidence are necessary qualities for the SDA
Determine methods of dealing with conflict
The Service Desk Environmen
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
Understand the ITSM processes most closely linked to the Service Desk
Identify the responsibilities the Service Desk has within those processes
Understand the importance of effective incident, problem, change, escalation and asset management processes
Managing, Meeting and Maintaining Service Level
Determine the value and benefits of Service Level Agreement
Determine the need for and benefits of metrics and objectives within the support environmen
Understand the importance of effective Customer Satisfaction surveys
Problem Solving
Determine the steps taken during the problem solving proces
Understand the benefits of using a creative problem solving approac
Identify techniques for creative problem solvin
Tools and Technologies used in Customer Suppor
Develop a clear understanding of the support tools and technologies available to Service Desk Analysts
Understand and use the terminology of the support industry
Determine the benefits of the tools and technologies we use
Determine methods for implementing Self-Help and Self Service for end-users
What's Included
- The courseware Book
- Pre-Course Material
- Exam
- Certificate
- Experienced Instructor
- Refreshments
Testimonials
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Video
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