Name: Introduction To Service Desk Analyst Training Course- Henry Harvin® in Indianapolis | Henry Harvin
Uploaded: 2022-11-14 12:24:32
Description: 8 Real-time project on service desk analyst training | 18 Hours of workshop training on being a skilled service desk professional | Learn to deal with and manage real-time problems related to the service desk environment | Enhance your managing, meeting, and maintaining service levels for customer satisfaction | Gain mastery n support tools and technologies available to service desk analysts

Module 1: Roles and Responsibilities
Roles and responsibilities learning modules will let you learn about the various roles and responsibilities of Service Desk Analyst
- The roles and responsibilities of the professional Service Desk Analyst
- Identify and understand the roles and responsibilities of the Service Desk
- Determine the attributes, skills, and knowledge of a successful Service Desk Analyst
- Develop an understanding of Relationship Management from the Service Desk perspective
- Identify and agree with the key requirements for delivering customer satisfaction
Module 2: Effective Communication
Learn about effective communication from beginning to advanced communication in customer support
- Understand the principles of effective communication in customer support
- The differences between face-to-face, telephone, and written communication
- Identify ways to enable us to communicate more effectively
- Understand how our attitude and approach can influence and affect others.
Module 3: Customer Service Skills And Competencies
Customer service skills and competencies learning modules have been decided by the subject matter experts to add to the course after lengthy and deep research.
- Understand how to ask questions skilfully
- Determine the importance of good listening skills
- Understand the importance of customer service skills in the IT environment
Module 4: Determine The Importance Of Effective Cross-Cultural Communication
Determine the importance of effective cross-cultural communication learning modules will let professionals understand the necessary qualities for the SDA
- Understand that assertiveness and confidence are necessary qualities for the SDA
- Determine methods of dealing with conflict
- Determine the causes, symptoms, and ways to manage stress
Module 5: The Service Desk Environment
The service desk environment will let professionals examine issues related to the service desk environment
- Examine issues, both internal and external, that can affect our motivation
- Understand the importance and relevance of ethics within the workplace
- Determine the importance and benefits of effective teamwork
Module 6: Process Management
The Process management learning module will focus on the understanding of the ITSM, the responsibilities of the service desk processes
- Understand the ITSM processes most closely linked to the Service Desk
- Identify the responsibilities the Service Desk has within those processes
- Understand the importance of the effective incident, problem, change, escalation, and asset management processes
Module 7: Managing, Meeting, and Maintaining Service Level
In managing, meeting, and maintaining service levels learning modules will let professionals learn about the value and benefits of service level agreements
- Determine the value and benefits of Service Level Agreements
- Determine the need and benefits of metrics and objectives within the support environment
- Understand the importance of effective Customer Satisfaction surveys
Module 8: Problem Solving
Problem Solving learning management learning module will focus on the steps taken during the problem-solving process and many more
- Determine the steps taken during the problem-solving process
- Understand the benefits of using a creative problem-solving approach
- Identify techniques for creative problem solving
- Practice some problem-solving techniques
Module 9: Tools and Technologies used in customer support
In this module of the service desk, analyst course professionals will learn about tools and techniques used in customer support to develop a clear understanding of the support tools
- Develop a clear understanding of the support tools and technologies available to Service Desk Analysts
- To understand and use the terminology of the support industry
- Determine the benefits of the tools and technologies we use
- To determine methods for implementing Self-Help and Self Service for end-users

Service Desk Analyst Training Course in Indianapolis

23 Dec 2024

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About Service Desk Analyst Course in Indianapolis

Service Desk Analyst Course

9 in 1 Course

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Key Highlights

20 Hours of Instructor-Led Sessions

7 Hours of Live Interactive Doubt Solving Sessions

4 Hours of Live Master Sessions by Industry Experts

192 Hours of Self-Paced Learning

Job-Ready Portfolio of 2 Capstone Projects

35 Auto-Graded Assessments

4+ Industry Case Studies

30 Guided Hands-On Exercises

2+ Assignments and Mini Projects

1 Mock Interview and 1 Hackathon

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Get a guaranteed Internship with Henry Harvin® and in top MNCs like J.P. Morgan, Accenture & many more via Forage

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1 Hour of Mentorship by Industry Experts

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Curriculum For Service Desk Analyst Course in Indianapolis

Module 1: Roles and Responsibilities

Module 2: Effective Communication

Module 3: Customer Service Skills And Competencies

Module 4: Determine The Importance Of Effective Cross-Cultural Communication

Module 5: The Service Desk Environment

Module 6: Process Management

Module 7: Managing, Meeting, and Maintaining Service Level

Module 8: Problem Solving

Module 9: Tools and Technologies used in customer support

Admission Closes On 23 Dec 2024

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