Service Desk Foundation Course Overview

SDF Course Overview in brief:

This course contains 7 modules core to the role of a support specialist:

Roles and responsibilities - learn about the role that service, support and the service desk plays within an organisation
Relationship management - discover the importance of teamwork, customer relationships and cultural awareness
Effective communication skills - identify and develop the essential competencies for effective customer communication
Conflict management - learn how to build rapport with customers and successfully deal with conflict
Professional customer service attitude - develop and maintain a positive approach and attitude in the service environment
Processes and procedures - analyse the need for processes and procedures for call handling and the importance of incident management
Effective process management - review the key concepts of service management including service level agreements, escalation, quality assurance, problem, change and knowledge management, security and legal compliance, understanding the benefits of self-help, metrics and customer satisfaction surveys

To book an in-house Service Desk Foundation course please contact a member of our training team on +44 (0) 1689 889100.