Training Service Desk Senior Analyst (SDSA)
INTRODUCTION
This course is designed for Service Desk Senior Analyst which is the more advanced step after being a Service Desk Analyst. The course polishes up and improves participants' skills and experience as they get more involved in leadership and management activities and have a greater workload and responsibilities. It provides them with a wide range of tips they need for their career advancement in this field.
PROGRAMME OBJECTIVES
- Understanding the responsibilities and duties of a Service Desk Senior Analyst
- Enhancing communication skills
- Arm self with necessary IT knowledge
- Being able to identify customer's needs
- Presenting self well in meetings and presentations
WHO SHOULD ATTEND?
- Service Desk Senior Analyst
- Managers
- Secretaries
- HR employees
- Anyone involved in the Customer Service field
PROGRAM OUTLINE
- Service Desk Senior Analyst's duties and responsibilities
- Service Desk Metrics
- Assessing market's needs
- Key performance indicators (KPI)
- Organizing a rotating shift schedule
- Arranging staff trainings
- IT service management
- Tips for effective communication
- Verbal and non-verbal communication
- Handling controversial calls
- The importance of Tone of Voice
- Writing e-mails
- Participation in meetings
- Performing briefings and writing reports
- Identifying reports types
- Using appropriate structure
- Information synthesis
- Making and using statistics
- Sourcing and citation
- Checking and reviewing
- Customer service skills
- Customers' types and expectations
- Customers' satisfaction
- Dealing with difficult customers
- Integrating with the customers
- Generating a customer's focused solution
- Problem solving techniques
- Tips for effective presentation
- Preparing presentation
- Collecting presentation material
- Presentation methods
- Visual aids
- Presenting materials
- Dealing with Questions
