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Essential development and a recognised qualification for IT Service & Support Analysts

Who should attend?
Service Desk and support analysts with at least 9 months' experience in an IT Service & Support environment.

What is it about?
Excellent Service Desk support is vital to ensure a company consistently delivers the required IT Service & Support 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 equips the support analyst with the skills essential to deliver excellent levels of customer service and support.

What will I get out of it?

• A thorough grounding in the skills, competencies and knowledge required of a professional and effective Service Desk Analyst.
• Essential skills and competencies to deliver efficient and effective support in the Service Desk environment.
• A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations.
• The importance of teamwork in the support environment.
• Knowledge of core Service Management processes and the role and importance of the Service Desk within these.
• Practical problem solving techniques.
• An understanding of Service Desk metrics, Service Level Agreements, customer satisfaction surveys, and the latest Service Desk tools and technologies.
• Awareness of cultural sensitivity and respect as required in global support.
• Practical preparation for passing the Service Desk Analyst examination.

Course content

Please click here to learn about it.