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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:
• The Service Desk
• The Service Desk and Support Analyst
• Best Practices
• Policies and Legislation
• Service Commitments and Ethics
• Service Attitude
• Business Relationships
• Cultural Sensitivity and Global Perspective
• Verbal and Non-Verbal Communication
• Written Communication
• Problem Solving
• Rapport Techniques
• Conflict Resolution & Negotiation
• Contact Management Skills
• Stress Management
• Time Management
• Positive Approach and Attitude
• Process Management
• Incident Management
• Incident & Service Request Recording
• Request Fulfillment
• 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
• Self Service
• Self-Healing technology
• Social Media
Yes, we offer course completion certificate after you successfully complete the training program.
APEX Global offers standard promos such as the early bird or group discount rates. Please contact firstname.lastname@example.org for more information.
Training venue will be announced one week before the said training day, and will be informed through email.
There are no prerequisites requirements to attend the course.