SDI Service Desk Analyst - SDA SDI-SDA-QA

SDI-SDA-QA
Price on request

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and constantly evolving, requiring a diverse skill set to meet the challenging demands of the role. This three-day, interactive training course provides IT service and support analysts with the skills, tools, and confidence to deliver exceptional service. The course covers communication skills, problem-solving, service level management, support technologies, and service desk operations. It is based on SDI™'s professional standards and prepares delegates for the Service Desk Analyst (SDA) certification.

Understand the key roles and responsibilities of a professional Service Desk Analyst
Apply effective communication and customer service skills in a variety of support situations
Use problem-solving techniques and critical thinking to manage incidents effectively
Demonstrate emotional resilience and manage challenging customer interactions
Apply ITSM processes and quality assurance principles to the Service Desk environment
Use appropriate tools, technologies, and support methods including remote support and self-service
Understand the use and implications of AI and automation in the support environment

SDI Service Desk Analyst - SDA

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