Service Desk Foundation
SDIe is now offering this two-day Service Desk Foundation qualification course specifically as an in-house induction programme for analysts new to the Service Desk.
Ideal as on-going induction programme for large Service Desks with a continuous intake of new staff.
This course can also be customised to suit new staff in non IT telephone based customer support environments.
Who is it for?
The course is suited to analysts looking for a refresher in essential support skills and those wishing to gain an entry-level professional qualification in support.
Recommended for new analysts and customer service staff with less than 9 month's experience in an internal or external telephone customer support environment.
What is it about?
A practical introduction in the key concepts, skills and competencies required to deliver professional and effective support. Plus a thorough induction to the Service Desk and its importance to today's organisation.
What will I get out of it?
- A clear understanding of the importance of IT support in today's business environment and the role of the service desk
- Knowledge of core service management processes (incident and problem) - how the service desk fits in to these
- Becoming a Support Analyst - everything you need to know about the role, the responsibilities and the service desk environment
- Essential skills and competencies - identify, understand and deliver efficient and effective support in the service desk environment
- Confidence to deliver professional telephone support
- Service Level Agreements - their value and importance
- Service Desk metrics - understanding the need and their value
- A recognised qualification for IT service and support professionals.
For more information about the qualification and what it covers download the Course Overview here.
Course Prices
| |
In-house training course: |
* The above fees apply to the first 10 attendees. Additional delegates can attend for just £95 per head.
Exam Vouchers
Prices quoted are for training days only - SDF qualification exam vouchers need to be purchased at an additional cost of £70 + VAT per person.
NEW for 2010 - Private courses at SDI's Training Suite
Book SDI's training suite in Orpington for a private SDF course from only £675 per head. (Min 4 delegates)
SDIe corporate members: £675 + VAT per delegate
Non members: £775 + VAT per delegate
How to book?
For more information or to book an in-house Service Desk Foundation training course for your team please contact a member of our training team on +44 (0) 1689 889100 or email us training@sdi-e.com.
