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About This Course

This programme will equip the Helpdesk Analyst with the professional skills necessary to deal effectively and efficiently with customer IT related issues including computer hardware, applications, networks and operating systems.

Learning Outcomes

At the end of this course, the delegate will be able to:

  • Explain the four fundamental concepts that describe the required skills, competencies and knowledge for the service desk analyst
  • Summarise the role and responsibilities of the service desk
  • Demonstrate the attributes, skills and knowledge required to fulfil the role effectively
  • Recognise when to use those attributes, skills and knowledge to deal effectively with a variety of situations
  • Explain how to identify customers’ needs and motivations better
  • Recognise the benefits of teamwork
  • Demonstrate the skills for handling difficult situations
  • Recognise the need for effective and well thought out processes and procedures
  • Describe the key IT service management processes in the areas where the service desk has clear responsibilities
  • Recognise the importance and benefits of having service level agreements, operational level agreements and underpinning contracts in place
  • Recognise the value and benefits of customer satisfaction surveys
  • Identify the need for, and value of, metrics in the service desk environment
  • Describe some of the available tools and technologies for service desk staff and customers to use
  • Summarise how to use social media tools in the service desk effectively
  • Be prepared to take the service desk and support analyst examination

Course details

What does the course cover?

  1. Lesson 1 – Roles and Responsibilities
  2. Lesson 2 – Relationship Management
  3. Lesson 3 – Effective Communication Skills and Competencies
  4. Lesson 4 – Problem Solving
  5. Lesson 5 – Effective Rapport and Conflict Management Skills
  6. Lesson 6 – Effective Process Management
  7. Lesson 7 – IT Service Management
  8. Lesson 9 – Quality Management for the Service Desk
  9. Lesson 10 – Service Desk Technologies
  10. Lesson 11 – Tools and Technologies
Duration: 14 Weeks
Certification: SDA Certification
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