Details
Business Process Outsourcing has taken the world by storm and with the advent of faster internet speeds and unbounded leaps in communication technology, this trend is only going to get stronger and a lot more intense. This opportunity became the key vector
for uncovering hidden opportunities while warping the speed of service delivery however, this trend has also opened the gates to higher demands
and expectations. To meet such demands, one must be equipped with the right knowledge and skill set aligned with the industry standard especially with the proliferation of service providers, a global certificate to validate your competency will be your organization’s
ace-in-the-hole in winning clients.
The 3-day program is designed after the Service Desk Institute’s (SDI) Service Desk Analyst Qualification Standard and will prepare the participants to take the certification exam. In the duration of the training, attendees will learn about
the industry best practices in the Service Desk Analyst’s core skills: Listening, Questioning, Problem Solving, Stress Management, Communication, and Negotiation. Incident, Process, Change, and Knowledge are some of the management topics that will also be
discussed within the IT Service Management framework.
At the end of this training participants are expected to:
- Demonstrate a clear understanding of the roles and responsibilities of a Service Desk Analyst according to SDI Standards
- Develop and exhibit the core competency skills of a Service Desk and Support Analyst
- Master and identify the supported technology and enabling tools best suited for your organization
- Select and implement the apt key metrics to monitor Service Desk team performance
APEX Global offers standard promos such as the early bird or group discount rates. Please contact [email protected] for more information.
Outline
• The Service Desk
• The Service Desk and Support Analyst
• Best Practices
• Policies and Legislation
• Service Commitments and Ethics
• Service Attitude
• Teamwork
• Business Relationships
• Cultural Sensitivity and Global Perspective
Analyst Skills
• Communication
• Verbal and Non-Verbal Communication
• Listening
• Written Communication
• Questioning
• Problem Solving
• Rapport Techniques
• Conflict Resolution & Negotiation
• Contact Management Skills
• Stress Management
• Time Management
• Positive Approach and Attitude
Process
• Process Management
• Incident Management
• Incident & Service Request Recording
• Request Fulfillment
• Escalation
• Status Updates
• Problem Management
• IT Change Management
• Service Level Management
• Service Catalog
• Service Delivery Models
• Knowledge Management
• Information Security Management
• IT Service Continuity Management
• Quality Management
• Customer Satisfaction Surveys
• Service Desk Metrics and Statistics
Supported Technologies and Enabling Tools
• Service Desk Infrastructure
• Computing
• Telephony
• Self Service
• Self-Healing technology
• Social Media
Our sole aim is to promote performance excellence among professionals. We help our customers achieve greater success through effective, experiential, and results-oriented training delivery. APEX Global (The Academy for Professional excellence) is the learning solutions arm of ECCI—the leading process improvement solutions provider in Southeast Asia. Our sole aim is to promote performance excellence among professionals. We help our customers achieve greater success through effective, experiential and results-oriented training delivery. Our professional development
solutions cover Training and Conferences, Managed Services and Learning on Demand. We organize public training and in-house workshops tailored to specific organizations. We help companies manage their non-core yet critical training function through end-to-end training management - starting from planning and needs analysis to program evaluation and records management. Learning on Demand products we offer provide convenient and innovative ways for learning.
Applying the experience of training over 100,000 professionals in the last decade, a strong pool of expert trainers and facilitators with expertise in a niche array of domains and a strong regional presence, we provide an extensive portfolio of high-quality industry-specific and functional programs coupled with high-quality training materials to deliver our ultimate “promise”—the R.E.A.L. learning experience ...
Related Courses
