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Fundamentals of IT Service & Support for the Service Desk.

Who should attend?
The course is suited to analysts new to the "Service Desk" concept, or new to the internal or external customer support environment, or analysts looking for a refresher in essential support skills or those wishing to gain an entry-level professional qualification in support.

What is it about?
A thorough induction to the Service Desk and its importance to today’s organisation, this course provides a practical introduction in the key concepts, skills and competencies required to deliver professional and effective support.

What will I get out of it?

• A clear understanding of the importance of support in today’s business environment and the role of the Service Desk.
• The responsibilities of a support 'specialist'.
• Knowledge of core Service Management processes (incident and problem).
• Confidence to provide professional telephone support.
• Essential skills and competencies to deliver efficient and effective support in the Service Desk environment.
• Practical preparation for passing the Customer Support Specialist examination.
• A recognised qualification for IT Service & Support professionals.

* This course is only available on demand, for further information please contacts us to discuss your requirements.

Course content

Please click here to learn about it.