Brochure Service Desk Analyst

Transcription

1 Brochure Service Desk Analyst

2 About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by students during their spare time while studying for their degree. We have come a long way since then, and now you can find us in lots of different locations throughout the world. For our global clients that means consistent services wherever they re located, whether that s Sao Paulo, Shanghai or Stevenage. A defining moment in the story of Pink Elephant was our establishment of the UK operating company in 1991 to support our involvement and contribution to the development of UK Government s initiative: the IT Infrastructure Library. Not only did we contribute to the writing of the books, we developed and delivered the very first ITIL training courses, we were also first to develop services around the library notably the application of CMM for the assessment of processes, and the use of the Kotter model for Service Management change programmes. What do we do If we were to describe what Pink Elephant does in less than 100 words it would be: Pink Elephant are an independent continual service improvement and business transformation partner that delivers professional solutions that enable organisations to: better align their services to the business improve the effectiveness of their services reduce the total costs of ownership of their services reduce inherent risk of downtime increase the positive perception of IT by your customers In short, We want to work with you to make your organisation a better place. We have come a long way since those early ITIL days. Now the scope of our solutions cover the whole Service Lifecycle, from developing strategy and new organisation structures, Service Design, Service Transition and Service Operation through to Continual Service Improvement. And as well as ITIL we utilise, where appropriate, a number of frameworks and governance models: CobIT, Obashi, Lean IT, SFIA, Green IT, 6 Sigma and ISO standards.

3 Our Services include: Managed Services Service Desk and IT Support Services the window through which your customers build their perception of IT Services Consulting Services to help you transform your IT Services Education Services to help you build internal capability Resource as a Service providing the people you require to deliver and support your IT Servicese Pink Elephant is an international organisation with offices in United Kingdom, Netherlands, South Africa, America and Canada. Pink Elephant sites worldwide

4 Service Desk Analyst General information Service Desk Essential development and recognised qualifications for IT Service & Support Analysts and Service Desk Managers. Leads to the Service Desk Institute certifications. The Course 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. It also examines support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls, and the importance of metrics; the implementation of Service Management processes and effective problem solving techniques that a Service desk Analyst can utilise. This course is based upon the standards and objectives for SDI s Service Desk Analyst qualification and ensures delegates are provided with the knowledge, information and tools to sit the SDA examination. Target group Knowledge Objective What You Will Learn Roles and responsibilities - learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support Relationship management - discover the importance of team work, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork Effective communication skills and competencies - identify and develop the core competencies of communication required on the service desk

5 Problem solving - examine the process and practice the techniques Effective rapport and conflict management skills - learn how to deal successfully with a variety of people and situations, including the difficult ones Effective processes management - establish the need for processes and procedures for call handling and how to create high-quality documentation IT Service Management (based on the ITIL Framework) - learn about the role of the service desk in the incident management process such as best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge and service level management, IT security Quality assurance activities - review the importance of quality processes, customer satisfaction surveys and the benefits of metrics Tools and technologies - gain an insight in to the basics of PBX, ACD and IP telephony, CTI, selfservice and self-healing technology Certification > Duration 3 days. Course days till

6 Service Desk Analyst Planning Generic course information Who should attend? Service Desk and Support Analysts (1st Line IT Support) with at least 9 months experience in an IT Service & Support environment. Why You Should Attend The Service Desk is usually the first port of call for customers of the IT Service Provider whether that be an internal or external organisation. It is the contact point on which the customer will make his or her perception of the quality of service delivered by the IT department. When a customer calls the Service Desk they usually have a problem, or they require something to enable them to do their job better. It is how these interactions are dealt with that will determine the success of the IT service provision. By equipping the Service Desk Analysts with the right competencies and customer service skills you will ensure your customers get the highest level of service possible. Exam requirements Costs Registration fee:.,- Course fee: 795,- Study materials:.,- Exam fee:.,- Packages All prices include course materials, complimentary publications (where appropriate), refreshments throughout the day, lunch and exam fee, but exclude VAT. SDI is a registered Trade Mark of the SDI Organisation. The SDI Logo is a Trade Mark of the SDI Organisation.

7 Pink Elephant Leading the way in IT Management Best Practices Pink Elephant EMEA Ltd Offices in: Middleburg House 9 Castle Street Reading Berkshire, United Kingdom For further information please contact: Pink Elephant United Kingdom Phone: + 44 (0) info.europe@pinkelephant.com Chicago Amsterdam Johannesburg Kuala Lumpur Mexico City Minneapolis Philadelphia Reading, UK San Francisco Sydney Toronto