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IT Excellence

Getting IT right... We can help!

SDA – Service Desk Analyst

Classroom Training   |   3 Days

TRAINING DETAILS

Date Time Location Brochure
Sep 18, 2019 - Sep 20, 201909:00AM to 05:00PMManila, Philippines
N/A
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DESCRIPTION

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 the 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

PROFESSIONALISM
• 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

  • Align your organization practices to the global standards to deliver consistent, higher quality service and support to your customers
  • Understand and leverage the benefits of utilizing a Service Catalog for responsibility ownership
  • Foster an environment of Continuous Service Improvement through implementation of customer surveys, service level agreements and operational level agreements
  • Provide higher management with better insights with the help of the right metrics to gauge Service Desk performance

  • Support Analyst
  • Service Desk Analyst
  • Client Support Technician/Consultant
  • Customer Support Officer/Analyst
  • Technical Support Officer/Analyst
  • Service Center Officer/Analyst
  • IT Team Leads

FAQ

  • Will I Get a Course completion Certificate?

    Yes, we offer course completion certificate after you successfully complete the training program.

  • Is there any provision for group discounts for this training program?

    APEX Global offers standard promos such as the early bird or group discount rates. Please contact training@apexgloballearning.com for more information.

  • Where is the classroom being held?

    Training venue will be announced one week before the said training day, and will be informed through email.

  • Are there any Pre-requisites for this course?

    There are no prerequisites requirements to attend the course.

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No class / event scheduled for this month
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No class / event scheduled for this month
May 20 - May 21Certified Data Center Professional (CDCP)® TrainingManila, Philippines
May 20 - May 24Certified Data Center Expert (CDCE)® TrainingManila, Philippines
May 20 - May 25Combined Lead Auditor (CLA) Training - ISMS, BCMManila, Philippines
May 22 - May 24Certified Data Center Specialist (CDCS)® TrainingManila, Philippines
May 22 - May 23BIA - Business Intelligence and Analytics AdvancedManila, Philippines
May 23 - May 24Six Sigma Yellow BeltManila, Philippines
May 23 - May 24DevOps FoundationManila, Philippines
May 30 - May 31CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
May 30 - May 31Data Security Practitioner - Payment Card IndustryManila, Philippines
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Jun 17 - Jun 18Complaints Management - Turning Complaints to ComplimentsManila, Philippines
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Jun 18 - Jun 19HR Business PartneringManila, Philippines
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Sep 9 - Sep 10I2BA - Intro to Business AnalysisManila, Philippines
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