Overview

This two-day training course leads to the Service Desk Analyst certification. You'll learn the importance of customer relationship management as well as essential skills, knowledge and attributes required to develop and maintain good working relationship with customers and peers in order to succeed as a help desk professional.

The course covers support methodologies, technologies and the tools utilised within the support center. key issues discussed are:

• Service level agreements

• Benefits, pitfalls and the importance of metrics

• Implementation of service management processes

• Effective problem solving techniques

This course ensures participants will perform consistently to industry standards and in line with best practice guidelines. The four key concepts of standards such as professionalism and roles, analyst skills, process, and supported technologies and tools, on which the skills, competencies and knowledge required by the service desk analyst are based, will also be covered .

Who Should Attend

The training is designed for individuals who:

• have worked in a service and support environment for at least one year

• have been working in a second or third level support role for six months

• have been working in the support profession for six to twelve months.

Examples of professional job titles include:

• Analyst I and II

• Technical Support Professional I and II

• Customer Support Professional I and II

Course Outline

Roles & Responsibilities

• Role and responsibilities of the service desk and the analyst
• Best practice concepts within the support industry
• Meeting commitments and delivering service excellence
• Successful help desk analyst's skills and knowledge

Relationship Management

• Customer service within the IT support environment
• Key elements for delivering customer satisfaction
• Teamwork in the support environment
• Developing effective relationships with colleagues and other teams
• Effective customer relationship management
• Cultural awareness and sensitivity in the support environment

Effective Communication Skills & Competencies

• Tools for effective communication
• Call management skills
• Face to face, telephone and written communication
• Listening and Writing Skills
• Questioning skills
• Which questions to ask

Effective Rapport and Conflict Management Skills

• Empathy and its use
• Effective conflict management and resolution skills
• Negotiation skills
• Handling difficult customers
• Stress management
• Assertive, aggressive and passive behaviour

Quality Assurance

• Quality Assurance processes
• Effective customer satisfaction survey
• Types of customer satisfaction surveys
• Help desk measurements and statistics

Effective Process Management

• Process Management
• Various processes and procedures
• Effective processes for call handling
• High-quality call documentation

IT Service Management

• Incident management and request fulfilment
• Logging incidents correctly
• SLAs, OLAs and UCs
• Sourcing options
• Escalation and status updates
• ITSM processes
  • Problem Management
  • IT Change Management
  • Knowledge Management
  • Security Management
  • Service Continuity Management

Problem Solving

• Problem solving process
• Techniques for creative problem solving
• Analytical problem solving skills

Help Desk Tools and Technologies

• Technologies within the support environment
• Remote control
• Instant messaging and chat
• Basic anatomy of a network
• Laptop or desktop systems
• Peripheral devices
• Basics of PBX, ACD and IP telephony
• CTI
• Self-service technology
• Self-help technology for end users
• Self-healing technology

Certification Exam

This 2-day course leads to an international qualification. Participants will prepare for the certification exam by reviewing some example questions with the trainer, undertaking the practice sessions contained in the course manual, and studying the industry recognized service and support standards contained in the back of the course manual.

To achieve the certification, attendees must attain a pass mark of 75% or more in the official exam, which can be taken at any proctored Prometric testing centre globally. Successful participants will be awarded the "Certified Service Desk Analyst" credentials.

Registration Fees
The per student registration fee for this seminar is $1,695, and includes the seminar, course materials, and certification exam. Class begins at 8:30 a.m. and ends at 5:00 p.m. each day. Please arrive early the first day to sign in and meet fellow attendees. Dress is business casual.

To register, follow the "Book Now" link below or please call (708) 246-0320

Seminar Schedule

Course no longer offered.  Replaced by:

Contact Center Professional Certification
For more information,

Click here to learn about , dates & locations

Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.

Contact Center Seminars
Telecom Seminars

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

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