Roles and Responsibilities
Learn everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver service excellence.
Discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service and dealing effectively with difficult situations.
Effective communications Skills
Develop the core competencies for the effective communication required on the service desk including telephone, listening and writing skills.
Learn how to deal successfully with a variety of people, behaviors and situations, including the difficult ones.
Quality Assurance Activities
Review the importance of having quality processes, conducting customer satisfaction surveys and the value and benefits of metrics.
Effective Process Management
Establish the need for processes and procedures and how to create high quality documentation.
IT Service Management
Learn about the incident management process including the importance of accurate call logging, best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge management, service level management and IT security management.
Examine the process and practice the techniques of creative problem solving.
Service Desk Technologies
Identify common technologies and examine the methods of support used by the service desk such as remote support, desk-side support, online chat, self-service and self-help.
Tool and Techniques
Gain insight into common service desk technologies and take a look at the basics of ACD and IP technology, and social media.
CTU Training Solutions is an ATO Affiliate Partner of Stratsure.