SM SDi Service Analyst

Roles & Responsibilities

• Role and responsibilities of the SDA
• Role and responsibilities of the Service Desk
• Best practice within the support industry
• The importance of meeting commitments and delivering service excellence
• To determine the attributes, skills and knowledge of a successful SDA

Relationship Management

• The meaning of customer service within the IT support environment
• Key elements for delivering customer satisfaction
• Relationships and the important of teamwork
• Customer relationship management
• Cultural awareness and sensitivity in the support environment

Effective Communication Skills & Competencies

• Importance of effective of communication
• Ways to ensure your communication is effective
• Professional call management
• Differences between face to face, telephone and written communication<
• Importance of good listening skills
• Getting it right when you write
• Good questioning skills, and the different types of questions that we ask

Effective Rapport and Conflict Management Skills

• Empathy and how it should be used
• Effective conflict management and resolution skills
• Effective negotiation
• Learn how to deal with difficult user situations
• Stress: causes, symptoms and how to manage it
• Behaviour: assertive, aggressive and passive

Quality Assurance Activities for The Service Desk

• The importance of Quality Assurance processes
• Effective customer satisfaction surveys
• Three types of popular customer satisfaction surveys used in the Service Desk environment
• Service Desk measurements and statistics

Effective Process Management

• Understand what ’Process Management’ means
• Well thought out processes and procedures
• Processes for call handling
• Importance of high-quality call documentation

IT Service Management

• Key responsibilities of the Service Desk
• Logging Incidents correctly and clearly
• Value of SLAs, OLAs and UCs
• 2 types of escalation and the importance of providing timely status updates
• The role the Service Desk plays in the main ITSM processes
• Problem Management - IT Change Management - Knowledge Management - Security Management - Service Continuity Management

Problem Solving

• Steps taken during the problem-solving process
• Benefits of creative problem-solving
• Techniques for creative problem-solving
• Learn about analytical problem-solving skills

Service Desk Technologies

• Commonly used technologies within the support environment
• Recognise commonly used methods of support
• Benefits and disadvantages of remote control
• instant messaging and chat with the Service Desk
• The basic anatomy of a network
• Primary components of laptop or desktop systems
• Identify some common peripheral devices

Tools and Technologies

• Learn the basics of PBX, ACD and IP telephony
• Purpose, advantages and disadvantages of CTI
• The role of self-service technology in the Service Desk environment
• The role of self-help technology for users
• Common uses for self-service technology
• Advantages and potential disadvantages of self-service technology
• Purpose and advantages of self-healing technology