SDI Service Deck Analyst (V9)

工作坊描述

Earning an industry-recognized certification allows you to showcase your ability to excel in service desk analyst or IT support analyst roles while demonstrating your commitment to best practices. As the employers’ first choice, this credential helps you stand out in the competitive job market and qualify for new career opportunities. Ultimately, it accelerates your career progression and boosts your earning potential, making the globally recognized Service Desk Analyst certification a strategic investment in your professional future. 培训时间表

Learning outline

Roles and responsibilities

Learn everything you need to know about delivering service excellence and the key characteristics of a professional, efficient, and effective Service Desk Analyst.

Support channels

Gain insight into the different methods of delivering support, including the benefits of remote support and self-service.

Communication skills

Discover the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening, and the different ways that people communicate.

Rapport and conflict management

Examine proven methods for building rapport with your colleagues and customers. Find out more about the importance of good emotional intelligence and how it can aid conflict management and negotiation.

Quality assurance

Learn more about the importance of quality assurance activities, common quality assurance practices, customer satisfaction surveys and the benefits of metrics.

Managing customer feedback

Explore the purpose, objectives, and key components of successful feedback management.

IT Service Management

Discover the purpose of key IT Service Management practices including incident management, service request management, problem management, knowledge management, and information security management.

AI and automation

Delve into the benefits and challenges of AI and automation within service management and go over common examples.

Resilience

Gain an in-depth understanding of emotional resilience to detect and manage both positive and negative emotions, and signs of stress.

What skills will you acquire?

IT service and support Equip yourself with the core skills and competencies to deliver efficient support in line with SDI’s best practice industry standards. Communication, rapport and resilience Develop communication skills to boost confidence and resilience, build rapport with customers and collaborate effectively with colleagues. Problem solving Learn practical problem-solving techniques and proven strategies for rapidly and successfully resolving customers’ issues first time.

先决条件

无先决条件

考试详情

Questions: 60 questions Question type: Multiple choice Duration: 60 minutes Materials: Closed book Passing score: Minimum required score to pass is 65% Higher Mastery: 52 questions / 87%

专业发展单位 (PDU)

专业发展单位 (PDU) 与会者可能有资格向项目管理协会 (PMI) 申请 14 个 PDU，以满足其继续教育要求，获得 PMP®、PgMP® 和 PMI-ACP® 认证。