Service Desk Analyst
Essential development and a recognised qualification for IT service and support analysts
Who is it for?
Service desk and support analysts with at least nine months experience in an IT service and support environment.
What is it about?
Excellent service desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.
What will I get out of it?
- A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk analyst
- Essential skills and competencies to deliver efficient and effective support in the service desk environment
- Practical knowledge of how to use these skills to deal effectively with a variety of situations
- A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
- The importance of teamwork in the support environment
- Knowledge of core service management processes and the role and importance of the service desk within these
- Practical problem solving techniques
- An understanding of service desk metrics, service level agreements, customer satisfaction surveys, and the latest service desk tools and technologies
- Practical preparation for passing the Service Desk Analyst examination
- A recognised qualification
2009 Course Dates and Venues
Orpington, Kent, SDIe Training Suite
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January |
February |
March |
April |
May |
June |
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13 - 15 |
10 - 12 |
3 - 5 |
27 - 29 |
11 - 13 |
1 - 3 |
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July |
August |
September |
October |
November |
December |
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6 - 8 |
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8 - 10 |
6 - 8 |
16 - 18 |
1 - 3 |
Leeds and Birmingham Training Locations
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January |
February |
March |
April |
May |
June |
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4 - 6 Birmingham |
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1 - 3 Leeds |
13 - 15 Birmingham |
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July |
August |
September |
October |
November |
December |
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28 - 30 Leeds |
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2009 Prices
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Fast Track - 3 days |
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Non - members |
£1,099 + VAT |
|
Members |
£999 + VAT |
To Book
Please contact a member of our training team on +44 (0) 1689 889100 or click here to book online
