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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
Feb 26, 2019 - Feb 28, 20199:00 AM to 5:00 PMSingapore, Singapore
N/A
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Mar 27, 2019 - Mar 29, 20199:00 AM to 5:00 PMManila, Philippines
N/A
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May 9, 2019 - May 11, 201909:00AM to 05:00PMKuala Lumpur, Malaysia
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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Calendar

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Feb 26 - Feb 28SDA - Service Desk AnalystManila, Philippines
Feb 27 - Feb 28Enterprise Risk ManagementManila, Philippines
Mar 7 - Mar 8CQP - Certified Quality ProfessionalManila, Philippines
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Mar 14 - Mar 15HR Business PartneringManila, Philippines
Mar 18 - Mar 19Intro to Project ManagementManila, Philippines
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Mar 20 - Mar 22BCM Lead Implementer - ISO 22301 (ICOR Certified)Manila, Philippines
Mar 21 - Mar 22ISMS (Information Security Management Systems) PractitionerManila, Philippines
Mar 21 - Mar 25Accelerated Six Sigma Green BeltManila, Philippines
Mar 21 - Mar 22BIA - Business Intelligence and Analytics FoundationManila, Philippines
Mar 21 - Mar 22DPA - Data Privacy Act RA 10173Manila, Philippines
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Mar 27 - Mar 28Recruitment AnalystManila, Philippines
Mar 27 - Mar 29SDA - Service Desk AnalystManila, Philippines
Apr 11 - Apr 12Big Data FoundationManila, Philippines
Apr 12 - Apr 12RCSA - Risk Control Self AssessmentManila, Philippines
Apr 22 - Apr 23COBIT 5 FoundationManila, Philippines
Apr 22 - Apr 25Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Apr 22 - Apr 23Integrated Metrics Management (People, Process & Organization)Manila, Philippines
Apr 22 - Apr 23Big Data FoundationManila, Philippines
Apr 22 - Apr 26CEH - Certified Ethical HackerManila, Philippines
Apr 23 - Apr 25Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Apr 25 - Apr 26Agile SCRUM PractitionerManila, Philippines
Apr 29 - Apr 30CQP - Certified Quality ProfessionalManila, Philippines
Apr 29 - Apr 30DevOps FoundationManila, Philippines
Apr 29 - Apr 30PRINCE2 FoundationKuala Lumpur, Malaysia
May 6 - May 7SMC - Scrum Master CertifiedManila, Philippines
May 9 - May 11SDA - Service Desk AnalystManila, Philippines
May 13 - May 14HRMET - HR Metrics and Workforce AnalyticsManila, Philippines
May 15 - May 16BCMP - Business Continuity Management PractitionerCebu City, Philippines
May 15 - May 16MS Power BIManila, Philippines
May 16 - May 17DPA - Data Privacy Act RA 10173Manila, Philippines
May 20 - May 24Certified Data Center Expert (CDCE)® TrainingManila, Philippines
May 20 - May 25Combined Lead Auditor (CLA) Training - ISMS, BCMManila, Philippines
May 23 - May 24Six Sigma Yellow BeltManila, Philippines
May 23 - May 24DevOps FoundationManila, Philippines
May 27 - May 28Certified Data Center Professional (CDCP)® TrainingManila, Philippines
May 27 - May 30Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
May 28 - May 29BIA - Business Intelligence and Analytics AdvancedManila, Philippines
May 30 - May 31CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
May 30 - May 31Data Security Practitioner - Payment Card IndustryManila, Philippines
May 30 - May 31Enterprise Risk ManagementManila, Philippines
Jun 17 - Jun 20Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Jun 17 - Jun 18MS Excel Advanced Features (2010/2013)Manila, Philippines
Jun 17 - Jun 18Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Jun 18 - Jun 21BCM Lead Auditor – ISO 22301 (ICOR Certified)Manila, Philippines
Jun 18 - Jun 21Big Data FoundationManila, Philippines
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Jun 20 - Jun 21DRP - Disaster Recovery PractitionerManila, Philippines
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Jun 24 - Jun 26CQL - Certified Quality LeaderManila, Philippines
Jun 24 - Jun 25I2BA - Intro to Business AnalysisManila, Philippines
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Jun 27 - Jun 28ISMS (Information Security Management Systems) PractitionerManila, Philippines
Jun 27 - Jun 28CompTIA Cloud EssentialsManila, Philippines
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No class / event scheduled for this month
No class / event scheduled for this month
No class / event scheduled for this month
x

Calendar

Jan 17 - Jan 21Accelerated Six Sigma Green BeltManila, Philippines
Feb 6 - Feb 8Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Feb 7 - Feb 8Agile SCRUM PractitionerManila, Philippines
Feb 7 - Feb 8HRMET - HR Metrics and Workforce AnalyticsManila, Philippines
Feb 7 - Feb 8CompTIA Cloud EssentialsManila, Philippines
Feb 14 - Feb 15COBIT 5 FoundationManila, Philippines
Feb 14 - Feb 15MS Power BIManila, Philippines
Feb 18 - Feb 19Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Feb 18 - Feb 19BCMP - Business Continuity Management PractitionerCebu City, Philippines
Feb 18 - Feb 19Data Security Practitioner - Payment Card IndustryManila, Philippines
Feb 18 - Feb 19CQA - Certified Quality AssociateManila, Philippines
Feb 18 - Feb 19Integrated Metrics Management (People, Process & Organization)Manila, Philippines
Feb 20 - Feb 22Certified Data Center Specialist (CDCS)® TrainingManila, Philippines
Feb 20 - Feb 21DevOps FoundationManila, Philippines
Feb 26 - Feb 27MS Excel Advanced Features (2010/2013)Manila, Philippines
Feb 26 - Feb 27DRP - Disaster Recovery PractitionerManila, Philippines
Feb 26 - Feb 28SDA - Service Desk AnalystManila, Philippines
Feb 27 - Feb 28Enterprise Risk ManagementManila, Philippines
Mar 7 - Mar 8CQP - Certified Quality ProfessionalManila, Philippines
Mar 7 - Mar 8Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Mar 7 - Mar 8DevOps FoundationManila, Philippines
Mar 14 - Mar 15HR Business PartneringManila, Philippines
Mar 18 - Mar 19Intro to Project ManagementManila, Philippines
Mar 18 - Mar 19SMC - Scrum Master CertifiedManila, Philippines
Mar 20 - Mar 22BCM Lead Implementer - ISO 22301 (ICOR Certified)Manila, Philippines
Mar 21 - Mar 22ISMS (Information Security Management Systems) PractitionerManila, Philippines
Mar 21 - Mar 25Accelerated Six Sigma Green BeltManila, Philippines
Mar 21 - Mar 22BIA - Business Intelligence and Analytics FoundationManila, Philippines
Mar 21 - Mar 22DPA - Data Privacy Act RA 10173Manila, Philippines
Mar 26 - Mar 29Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Mar 27 - Mar 29Certified Data Center Facilities Operations Manager (CDFOM)® TrainingManila, Philippines
Mar 27 - Mar 28Recruitment AnalystManila, Philippines
Mar 27 - Mar 29SDA - Service Desk AnalystManila, Philippines
Apr 11 - Apr 12Big Data FoundationManila, Philippines
Apr 12 - Apr 12RCSA - Risk Control Self AssessmentManila, Philippines
Apr 22 - Apr 23COBIT 5 FoundationManila, Philippines
Apr 22 - Apr 25Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Apr 22 - Apr 23Integrated Metrics Management (People, Process & Organization)Manila, Philippines
Apr 22 - Apr 23Big Data FoundationManila, Philippines
Apr 22 - Apr 26CEH - Certified Ethical HackerManila, Philippines
Apr 23 - Apr 25Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Apr 25 - Apr 26Agile SCRUM PractitionerManila, Philippines
Apr 29 - Apr 30CQP - Certified Quality ProfessionalManila, Philippines
Apr 29 - Apr 30DevOps FoundationManila, Philippines
Apr 29 - Apr 30PRINCE2 FoundationKuala Lumpur, Malaysia
May 6 - May 7SMC - Scrum Master CertifiedManila, Philippines
May 9 - May 11SDA - Service Desk AnalystManila, Philippines
May 13 - May 14HRMET - HR Metrics and Workforce AnalyticsManila, Philippines
May 15 - May 16BCMP - Business Continuity Management PractitionerCebu City, Philippines
May 15 - May 16MS Power BIManila, Philippines
May 16 - May 17DPA - Data Privacy Act RA 10173Manila, Philippines
May 20 - May 24Certified Data Center Expert (CDCE)® TrainingManila, Philippines
May 20 - May 25Combined Lead Auditor (CLA) Training - ISMS, BCMManila, Philippines
May 23 - May 24Six Sigma Yellow BeltManila, Philippines
May 23 - May 24DevOps FoundationManila, Philippines
May 27 - May 28Certified Data Center Professional (CDCP)® TrainingManila, Philippines
May 27 - May 30Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
May 28 - May 29BIA - Business Intelligence and Analytics AdvancedManila, Philippines
May 30 - May 31CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
May 30 - May 31Data Security Practitioner - Payment Card IndustryManila, Philippines
May 30 - May 31Enterprise Risk ManagementManila, Philippines
Jun 17 - Jun 20Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Jun 17 - Jun 18MS Excel Advanced Features (2010/2013)Manila, Philippines
Jun 17 - Jun 18Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Jun 18 - Jun 21BCM Lead Auditor – ISO 22301 (ICOR Certified)Manila, Philippines
Jun 18 - Jun 21Big Data FoundationManila, Philippines
Jun 18 - Jun 21Big Data Hadoop AdministratorManila, Philippines
Jun 20 - Jun 21DRP - Disaster Recovery PractitionerManila, Philippines
Jun 20 - Jun 21DevOps FoundationManila, Philippines
Jun 24 - Jun 26CQL - Certified Quality LeaderManila, Philippines
Jun 24 - Jun 25I2BA - Intro to Business AnalysisManila, Philippines
Jun 26 - Jun 28Certified IT Specialist (CITS)® TrainingManila, Philippines
Jun 27 - Jun 28ISMS (Information Security Management Systems) PractitionerManila, Philippines
Jun 27 - Jun 28CompTIA Cloud EssentialsManila, Philippines
No class / event scheduled for this month
No class / event scheduled for this month
No class / event scheduled for this month
No class / event scheduled for this month
No class / event scheduled for this month
No class / event scheduled for this month
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