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Service Desk Analyst

The importance of delivering high quality customer service in today’s support environment means that the responsibilities of IT support analysts are many and, as a result, a diverse skill-set is required to meet the co... Show More
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Instructor-Led Training (ILT)

Attend training in a classroom environment at a campus near you. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.


3 Days

Course Schedule

Upcoming dates for Service Desk Analyst

Course Content

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.


Relationship Management

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.


Effective Rapport

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.


Problem Solving

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.

CTU Training Solutions , Updated: August 7th, 2018

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The course information above is subject to change without notification due to market trends in the industry, legislation and/or programme version updates. Terms and Conditions

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