Help Desk Institute (HDI): Help Desk Analyst (HDA)

Course Overview

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT Service Support levels. The responsibilities of the Support Analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.

Audience

Service Desk and support analysts with at least 9 months experience in an IT Service Support environment

Skills Gained

• A thorough grounding in the skills, competencies and knowledge required of a professional and effective Service Desk analyst
• Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
• A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
• The importance of teamwork in the support environment
• Knowledge of core IT Service Management processes and the role and importance of the Service Desk within these
• Practical problem solving techniques
• An understanding of Service Desk metrics, Service Level Agreements, customer satisfaction surveys, and the latest Service Desk tools and technologies
• Practical preparation for passing the Help Desk Analyst examination
• A recognised qualification for the IT Service & Support analyst

Course Outline

• Understand the four key concepts required to deliver effective support
• Being a support analyst - everything you need to know about the role and the responsibilities
• Key skills - identify, understand and develop core competencies
• Processes - principles of IT Service Management and the role of the Service Desk
• Relationship management - best practice customer service, dealing effectively with difficult situations and teamwork
• Metrics - understanding Service Level Agreements, key Service Desk metrics and customer satisfaction measurement methodologies
• Tools and technologies - overview of the latest available and their benefits

Help Desk Institute (HDI): Help Desk Analyst (HDA) / HDI-HDA