Course overview
Service Desk Senior Analyst Course Overview
SDSA Course Overview in brief:
- Customer relationship management and IT support - the strategic role of the service desk and responsibilities towards the customer
- Effective communication skills - key theories and techniques to drive effective communication with customers
- Presentation skills - creating and delivering powerful presentations
- Service desk metrics - the importance and types of metrics and how to use them
- Problem solving techniques - study critical and creative thinking skills, logical problem solving methods and root cause analysis
- Report writing - learn how to create powerful written management reports
- Teamwork and leadership - develop effective leadership and team-building skills
- Customer relationship management - learn about the importance of customer relationship management in the support environment, managing requirements and expectations, techniques to develop win-win negotiation skills, dealing with difficult customers
- Assertiveness - develop behaviours for effective and assertive customer service
- Project management overview - review a step-by-step guide to plan, control and manage projects effectively and efficiently
- The service desk and the ITSM marketplace - examine the principles of ITSM, ITIL and the business benefits
- Promoting the service desk - discover the essentials of service desk marketing
To book please contact a member of our training team on +44 (0) 1689 889100 or book online.
