Editing: /home/apexglob/public_html/wp-content/themes/apex/single-project.php Encoding: Re-open Use Code Editor Close Save Changes SDA - Service Desk Analyst Training Course | APEX Global

IT Excellence

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SDA – Service Desk Analyst

Classroom Training   |   3 Days

TRAINING DETAILS

Date Time Location Brochure
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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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Jan 22 - Jan 23Enterprise Risk ManagementManila, Philippines
Jan 25 - Jan 26Agile SCRUM PractitionerManila, Philippines
Jan 29 - Jan 31OMCA™ - Online Marketing Certified AssociateManila, Philippines
Jan 30 - Jan 31MS Excel Advanced Features (2010/2013)Manila, Philippines
Feb 5 - Feb 7Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Feb 7 - Feb 8ITIL Foundation (2011)Manila, Philippines
Feb 12 - Feb 15Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Feb 13 - Feb 14ISMS (Information Security Management Systems) PractitionerManila, Philippines
Feb 19 - Feb 24Combined Lead Auditor (CLA) Training - ISMS, BCMManila, Philippines
Feb 20 - Feb 21DevOps FoundationManila, Philippines
Feb 22 - Feb 23CompTIA Cloud EssentialsManila, Philippines
Feb 26 - Feb 28Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Feb 26 - Feb 27ITIL Foundation (2011)Manila, Philippines
Feb 28 - Mar 2Certified Data Center Specialist (CDCS)® TrainingManila, Philippines
Mar 1 - Mar 2BIA - Business Intelligence and Analytics FoundationManila, Philippines
Mar 5 - Mar 7Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Mar 5 - Mar 7OMCA™ - Online Marketing Certified AssociateManila, Philippines
Mar 6 - Mar 8CQL - Certified Quality LeaderManila, Philippines
Mar 8 - Mar 9DevOps FoundationManila, Philippines
Mar 12 - Mar 13COBIT 5 FoundationManila, Philippines
Mar 12 - Mar 13Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Mar 14 - Mar 16CPRE - Certified Professional for Requirements EngineeringManila, Philippines
Mar 19 - Mar 22Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Mar 19 - Mar 20Big Data FoundationManila, Philippines
Mar 22 - Mar 23CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
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Mar 31 - Mar 31MS Excel Advanced Features (2010/2013)Manila, Philippines
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Apr 23 - Apr 2Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Apr 26 - Apr 27ITIL Foundation (2011)Manila, Philippines
Apr 26 - Apr 2Agile SCRUM PractitionerManila, Philippines
May 9 - May 11BCM Lead Implementer - ISO 22301 (ICOR Certified)Manila, Philippines
May 10 - May 11Intro to Project ManagementCebu City, Philippines
May 17 - May 18ITIL Foundation (2011)Manila, Philippines
May 17 - May 18MS Excel Advanced Features (2010/2013)Manila, Philippines
May 24 - May 25Certified Data Center Professional (CDCP)® TrainingManila, Philippines
May 24 - May 25Enterprise Risk ManagementManila, Philippines
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May 30 - May 31Big Data FoundationManila, Philippines
Jun 14 - Jun 15MS Excel Advanced Features (2010/2013)Manila, Philippines
Jun 14 - Jun 15DevOps FoundationManila, Philippines
Jun 19 - Jun 22Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Jun 20 - Jun 22CPRE - Certified Professional for Requirements EngineeringManila, Philippines
Jun 21 - Jun 22CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
Jun 21 - Jun 22CompTIA Cloud EssentialsManila, Philippines
Jun 25 - Jun 26ITIL Foundation (2011)Manila, Philippines
Jul 11 - Jul 12PRINCE2 FoundationManila, Philippines
Jul 12 - Jul 13Business Continuity Management PractitionerCebu City, Philippines
Jul 12 - Jul 13BIA - Business Intelligence and Analytics AdvancedManila, Philippines
Jul 19 - Jul 20ITIL Foundation (2011)Manila, Philippines
Jul 19 - Jul 20ISMS (Information Security Management Systems) PractitionerManila, Philippines
Jul 24 - Jul 25Intro to Project ManagementCebu City, Philippines
Jul 30 - Jul 31DevOps FoundationManila, Philippines
Aug 9 - Aug 10Business Continuity Management PractitionerCebu City, Philippines
Aug 16 - Aug 17Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Aug 16 - Aug 17MS Excel Advanced Features (2010/2013)Manila, Philippines
Aug 20 - Aug 21Agile SCRUM PractitionerManila, Philippines
Aug 23 - Aug 24ITIL Foundation (2011)Manila, Philippines
Aug 28 - Aug 31Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Aug 29 - Aug 31Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Aug 29 - Aug 3Big Data FoundationManila, Philippines
Aug 30 - Aug 31DevOps FoundationManila, Philippines
Sep 1 - Sep 14MS Excel Advanced Features (2010/2013)Manila, Philippines
Sep 5 - Sep 7Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Sep 10 - Sep 15Combined Lead Auditor (CLA) Training - ISMS, BCMManila, Philippines
Sep 17 - Sep 18MS Excel Advanced Features (2010/2013)Manila, Philippines
Sep 20 - Sep 21ITIL Foundation (2011)Manila, Philippines
Sep 20 - Sep 21Enterprise Risk ManagementManila, Philippines
Sep 24 - Sep 27Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Sep 24 - Sep 25DevOps FoundationManila, Philippines
Sep 27 - Sep 28CompTIA Cloud EssentialsManila, Philippines
Oct 15 - Oct 17Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Oct 18 - Oct 19BIA - Business Intelligence and Analytics FoundationManila, Philippines
Oct 18 - Oct 19DevOps FoundationManila, Philippines
Oct 18 - Oct 19Intro to Project ManagementCebu City, Philippines
Oct 25 - Oct 2MS Projects 74-343Manila, Philippines
Oct 29 - Oct 30ITIL Foundation (2011)Manila, Philippines
Nov 8 - Nov 9MS Excel Advanced Features (2010/2013)Manila, Philippines
Nov 12 - Nov 13DevOps FoundationManila, Philippines
Nov 13 - Nov 15BCM Lead Implementer - ISO 22301 (ICOR Certified)Manila, Philippines
Nov 15 - Nov 16MS Excel Advanced Features (2010/2013)Manila, Philippines
Nov 20 - Nov 23Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
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Nov 21 - Nov 23CPRE - Certified Professional for Requirements EngineeringManila, Philippines
Nov 22 - Nov 23ITIL Foundation (2011)Manila, Philippines
Nov 27 - Nov 28Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Nov 27 - Nov 28Enterprise Risk ManagementManila, Philippines
Nov 28 - Nov 29Big Data FoundationManila, Philippines
Dec 6 - Dec 7ITIL Foundation (2011)Manila, Philippines
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Dec 10 - Dec 11Intro to Project ManagementCebu City, Philippines
Dec 11 - Dec 12MS Excel Advanced Features (2010/2013)Manila, Philippines
Dec 13 - Dec 14DevOps FoundationManila, Philippines
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