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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
Jun 25, 2018 - Jun 27, 201809:00AM - 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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Aug 8 - Aug 10CQL - Certified Quality LeaderManila, Philippines
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Sep 4 - Sep 5Complaints Management - Turning Complaints to ComplimentsManila, Philippines
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Oct 11 - Oct 12Big Data FoundationManila, Philippines
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Nov 12 - Nov 14Certified Business Analysis Professional (CBAP®) TrainingManila, 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
Nov 21 - Nov 23Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
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Nov 27 - Nov 28Certified Data Center Professional (CDCP)® TrainingManila, Philippines
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Nov 28 - Nov 29Big Data FoundationManila, Philippines
Dec 3 - Dec 4BIA - Business Intelligence and Analytics FoundationManila, Philippines
Dec 6 - Dec 7ITIL Foundation (2011)Manila, Philippines
Dec 6 - Dec 7CompTIA Cloud EssentialsManila, Philippines
Dec 10 - Dec 11Business Continuity Management PractitionerCebu City, Philippines
Dec 10 - Dec 11Intro to Project ManagementManila, Philippines
Dec 11 - Dec 12MS Excel Advanced Features (2010/2013)Manila, Philippines
Dec 13 - Dec 14DevOps FoundationManila, Philippines
x

Calendar

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
May 21 - May 22ITIL Foundation (2011)Manila, Philippines
May 21 - May 23Certified Data Center Facilities Operations Manager (CDFOM)® TrainingManila, Philippines
May 21 - May 22Software Quality Management Professional (ASQ Aligned)Manila, Philippines
May 21 - May 22HR Business PartneringManila, Philippines
May 21 - May 23Certified Data Center Facilities Operations ManagerManila, Philippines
May 21 - May 23BCM Lead Implementer - ISO 22301 (ICOR Certified)Manila, Philippines
May 22 - May 25Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
May 22 - May 23Six Sigma Yellow BeltManila, Philippines
May 24 - May 25Enterprise Risk ManagementManila, Philippines
May 24 - May 25HR Metrics and Workforce AnalyticsManila, Philippines
May 24 - May 25DevOps FoundationManila, Philippines
May 27 - Jun 1Certified Data Center Expert (CDCE)® TrainingManila, Philippines
May 28 - May 30Certified IT Specialist (CITS)® TrainingManila, Philippines
May 30 - May 31CQP - Certified Quality ProfessionalManila, Philippines
May 30 - May 31DevOps FoundationManila, Philippines
May 30 - May 31Big Data FoundationManila, Philippines
May 31 - Jun 4Accelerated Six Sigma Green BeltManila, Philippines
Jun 2 - Jun 10Accelerated Six Sigma Green BeltManila, Philippines
Jun 4 - Jun 5Six Sigma Yellow BeltManila, Philippines
Jun 4 - Jun 5HR Business PartneringManila, Philippines
Jun 5 - Jun 7Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Jun 7 - Jun 8Agile SCRUM PractitionerManila, Philippines
Jun 7 - Jun 11Accelerated Six Sigma Green BeltManila, Philippines
Jun 7 - Jun 8MS Excel Advanced Features (2010/2013)Manila, Philippines
Jun 7 - Jun 8DRP - Disaster Recovery PractitionerManila, Philippines
Jun 7 - Jun 8Integrated Metrics Management (People, Process & Organization)Manila, Philippines
Jun 7 - Jun 8BIA - Business Intelligence and Analytics FoundationManila, Philippines
Jun 18 - Jun 19PRINCE2 FoundationKuala Lumpur, Malaysia
Jun 19 - Jun 22Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Jun 20 - Jun 22CPRE - Certified Professional for Requirements EngineeringManila, Philippines
Jun 20 - Jun 22Software Quality Expert (ASQ Aligned)Manila, Philippines
Jun 21 - Jun 25Accelerated Six Sigma Green BeltManila, Philippines
Jun 21 - Jun 22CompTIA Cloud EssentialsManila, Philippines
Jun 21 - Jun 22SMC - Scrum Master CertifiedManila, Philippines
Jun 25 - Jun 26ITIL Foundation (2011)Manila, Philippines
Jun 25 - Jun 28Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Jun 25 - Jun 27CQL - Certified Quality LeaderManila, Philippines
Jun 25 - Jun 26Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Jun 25 - Jun 26BIA - Business Intelligence and Analytics FoundationManila, Philippines
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Jun 27 - Jun 29Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Jun 27 - Jun 28HR Metrics and Workforce AnalyticsManila, Philippines
Jun 28 - Jun 29CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
Jun 28 - Jun 29DevOps FoundationManila, Philippines
Jun 28 - Jun 29MS Projects 74-343Manila, Philippines
Jul 11 - Jul 12PRINCE2 FoundationKuala Lumpur, Malaysia
Jul 12 - Jul 13Business Continuity Management PractitionerCebu City, Philippines
Jul 12 - Jul 13BIA - Business Intelligence and Analytics AdvancedManila, Philippines
Jul 16 - Jul 17BIA - Business Intelligence and Analytics FoundationManila, Philippines
Jul 18 - Jul 19Integrated Metrics Management (People, Process & Organization)Manila, Philippines
Jul 19 - Jul 20ITIL Foundation (2011)Manila, Philippines
Jul 19 - Jul 20ISMS (Information Security Management Systems) PractitionerManila, Philippines
Jul 23 - Jul 27Certified Data Center Expert (CDCE)® TrainingManila, Philippines
Jul 24 - Jul 27Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Jul 24 - Jul 25Intro to Project ManagementManila, Philippines
Jul 30 - Jul 31Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Jul 30 - Jul 31DevOps FoundationManila, Philippines
Jul 30 - Jul 31Big Data FoundationManila, Philippines
Jul 30 - Jul 31MS Power BIManila, Philippines
Aug 2 - Aug 3ITIL Foundation (2011)Manila, Philippines
Aug 8 - Aug 10Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Aug 8 - Aug 10CQL - Certified Quality LeaderManila, Philippines
Aug 9 - Aug 10Business Continuity Management PractitionerCebu City, Philippines
Aug 15 - Aug 16HR Metrics and Workforce AnalyticsManila, Philippines
Aug 16 - Aug 17Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Aug 16 - Aug 17MS Excel Advanced Features (2010/2013)Manila, Philippines
Aug 16 - Aug 17PSM I - Professional Scrum MasterManila, 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 4 - Sep 5Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Sep 5 - Sep 7Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Sep 6 - Sep 7BIA - Business Intelligence and Analytics FoundationManila, Philippines
Sep 10 - Sep 15Combined Lead Auditor (CLA) Training - ISMS, BCMManila, Philippines
Sep 17 - Sep 18MS Excel Advanced Features (2010/2013)Manila, Philippines
Sep 17 - Sep 18DevOps FoundationManila, Philippines
Sep 20 - Sep 21ITIL Foundation (2011)Manila, Philippines
Sep 20 - Sep 21Enterprise Risk ManagementManila, Philippines
Sep 24 - Sep 25ITIL Foundation (2011)Manila, 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 11 - Oct 12Big Data FoundationManila, Philippines
Oct 15 - Oct 17Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Oct 15 - Oct 16PRINCE2 FoundationKuala Lumpur, Malaysia
Oct 18 - Oct 19BIA - Business Intelligence and Analytics FoundationManila, Philippines
Oct 18 - Oct 19DevOps FoundationManila, Philippines
Oct 18 - Oct 19Intro to Project ManagementManila, Philippines
Oct 23 - Oct 26Project Management Professional (PMP)® Training - REP #4536Manila, 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 14Certified Business Analysis Professional (CBAP®) TrainingManila, 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
Nov 21 - Nov 23Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Nov 21 - Nov 23CPRE - Certified Professional for Requirements EngineeringManila, Philippines
Nov 22 - Nov 23ITIL Foundation (2011)Manila, Philippines
Nov 22 - Nov 23ITIL Foundation (2011)Manila, Philippines
Nov 26 - Nov 28OMCA™ - Online Marketing Certified AssociateManila, 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 3 - Dec 4BIA - Business Intelligence and Analytics FoundationManila, Philippines
Dec 6 - Dec 7ITIL Foundation (2011)Manila, Philippines
Dec 6 - Dec 7CompTIA Cloud EssentialsManila, Philippines
Dec 10 - Dec 11Business Continuity Management PractitionerCebu City, Philippines
Dec 10 - Dec 11Intro to Project ManagementManila, Philippines
Dec 11 - Dec 12MS Excel Advanced Features (2010/2013)Manila, Philippines
Dec 13 - Dec 14DevOps FoundationManila, Philippines
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