Course Description
Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course also looks at support methodologies and technologies and the tools utilized within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilize.
Course Objectives
- Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
- Practical knowledge of how to use these skills to deal effectively with a variety of situations
- A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
- Understand the importance of teamwork in the support environment
- Gain a thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst
Who Should Attend?
- Managers
- Executives
- Supervisors
- Anyone who is or will be responsible for managing teams or individuals
Course Details/Schedule
Day 1
- Roles and Responsibilities
- The attributes, skills and knowledge of a successful Service Desk Analyst
- Relationship Management from the Service Desk perspective
- Key requirements for delivering customer satisfaction
- The principles of effective communication in customer support
Day 2
- The differences between face to face, telephone and written communication
- Ways to communicate more effectively
- How our attitude and approach can influence and affect others
- Asking questions skilfully
- The importance of good listening skills
- To understand the importance of customer service skills in the it environment
Day 3
- The importance of effective cross-cultural communication
- Assertiveness and confidence
- Methods of dealing with conflict
- The causes, symptoms and ways to manage stress
- The Service Desk Environment
- Importance and benefits of effective teamwork
Day 4
- Effective incident, problem, change, escalation and asset management processes
- Managing, Meeting and Maintaining Service Levels
- Value and benefits of Service Level Agreements
- Benefits of metrics and objectives within the support environment
- The importance of effective Customer Satisfaction survey
Day 5
- Problem solving process
- The benefits of using a creative problem solving approach
- Techniques for creative problem solving
- Practices of some problem solving techniques
- Tools and Technologies used in Customer Support
