Cisco træning

Insoft Services er en af de få uddannelsesudbydere i EMEAR, der tilbyder hele spektret af Cisco-certificering og specialiseret teknologiuddannelse.

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Cisco-certificeringer

Oplev en blandet læringsmetode, der kombinerer det bedste fra instruktørstyret træning og e-læring i eget tempo for at hjælpe dig med at forberede dig til din certificeringseksamen.

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Cisco Learning Credits

Cisco Learning Credits (CLCs) er forudbetalte træningskuponer, der indløses direkte med Cisco, og som gør det nemmere at planlægge din succes, når du køber Cisco-produkter og -tjenester.

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Cisco Efteruddannelse

Cisco Continuing Education Program tilbyder alle aktive certificeringsindehavere fleksible muligheder for at gencertificere ved at gennemføre en række kvalificerede træningselementer.

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Cisco Digital Learning

Certificerede medarbejdere er VÆRDSATTE aktiver. Udforsk Ciscos officielle digitale læringsbibliotek for at uddanne dig selv gennem optagede sessioner.

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Cisco Business Enablement

Cisco Business Enablement Partner Program fokuserer på at skærpe Cisco Channel Partners og kunders forretningsmæssige færdigheder.

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Cisco kursuskatalog

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Fortinet-certificeringer

Fortinet Network Security Expert (NSE) -programmet er et otte-niveau uddannelses- og certificeringsprogram for at undervise ingeniører i deres netværkssikkerhed for Fortinet FW-færdigheder og erfaring.

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Fortinet træning

Insoft er anerkendt som Autoriseret Fortinet Training Center på udvalgte steder på tværs af EMEA.

Tekniske kurser

Fortinet kursuskatalog

Udforsk hele Fortinet-træningskataloget. Programmet omfatter en bred vifte af selvstændige og instruktørledede kurser.

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ATC-status

Tjek vores ATC-status på tværs af udvalgte lande i Europa.

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Fortinet Professionelle Services

Globalt anerkendte team af certificerede eksperter hjælper dig med at gøre en mere jævn overgang med vores foruddefinerede konsulent-, installations- og migreringspakker til en lang række Fortinet-produkter.

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Microsoft træning

Insoft Services tilbyder Microsoft-undervisning i EMEAR. Vi tilbyder Microsoft tekniske kurser og certificeringskurser, der ledes af instruktører i verdensklasse.

Tekniske kurser

Extreme træning

Find all the Extreme Networks online and instructor led class room based calendar here.

Tekniske kurser

Tekniske certificeringer

Vi leverer omfattende læseplan for tekniske kompetencefærdigheder på certificeringspræstationen.

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Extreme kursuskatalog

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ATP-akkreditering

Som autoriseret uddannelsespartner (ATP) sikrer Insoft Services, at du får de højeste uddannelsesstandarder, der findes.

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Løsninger og tjenester

Vi leverer innovativ og avanceret support til design, implementering og optimering af IT-løsninger. Vores kundebase omfatter nogle af de største Telcos globalt.

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Globalt anerkendte team af certificerede eksperter hjælper dig med at gøre en mere jævn overgang med vores foruddefinerede konsulent-, installations- og migreringspakker til en lang række Fortinet-produkter.

Om os

Insoft tilbyder autoriseret uddannelses- og konsulentbistand til udvalgte IP-leverandører. Få mere at vide om, hvordan vi revolutionerer branchen.

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  • +45 32 70 99 90
  • SDI Service Desk & Support Analyst

    Duration
    3 Dage
    Delivery
    (Online Og På stedet)
    Price
    Pris på forespørgsel
    The Service Desk & Support Analyst (SDA) three-day course recognizes an individuals knowledge of customer service competencies and certifies that they have the skills required to work in the support industry. An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage. The Guide has been written by leading industry experts and is part of the Service Desk Institute (SD) stream of courses. This training event is designed to prepare candidates to work within and manage customer support environments.  

    The SDA course is focused on equipping support analysts with the skills essential to deliver excellent levels of customer service and support. The course also looks at support methodologies and technologies and the tools utilized 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 utilize. It is based upon the standards and objectives for SDIs Service Desk & Support Analyst qualification and ensures that students are provided with the knowledge, information, and tools to take the SDA exam.

    The core concepts covered in the SDA course are:

    • Roles and Responsibilities
    • Effective Communication
    • Customer Service Skills and Competencies
    • Determine the importance of effective cross-cultural communication
    • The Service Desk Environment
    • Process Management
    • Managing, Meeting and Maintaining Service Levels
    • Problem Solving
    • Develop a clear understanding of the support tools and technologies available to Service Desk Analysts

    The SDI qualification is an open qualification standard that is independent of any other training curriculum. SDI is the administrator, facilitator, and arbitrator of the standards. The exams are independently administered and proctored.

    Module 1 - Roles and Responsibilities

    • Roles and responsibilities
    • Activities of the service desk
    • Expectation of customers
    • The role of service desk management
    • Service desk and support analyst roles
    • Personal professional development
    • The service desk and best practice
    • The organizations policies
    • Local and international legislation
    • Service commitments and ethics
    • Good service attitude, skills and knowledge
    • Quality and service expectations
    • The supportive workplace
    • Typical service desks

    Module 2 - Relationship Management

    • Teamwork
    • Relationship management
    • Customer relationship techniques - Organization
    • Customer relationship techniques - Colleagues
    • Customer relationship techniques - Customers
    • Cultural awareness and sensitivity
    • Language barriers
    • Communication techniques
    • Obtaining language assistance

    Module 3 - Effective communication skills and competencies

    • Elements of communication
    • Customer communication
    • Emotional intelligence
    • Communications protocols
    • Barriers to communications
    • Ineffective communication
    • Verbal skills
    • Adapting your communication style
    • Non-verbal communication
    • Listening skills
    • Activating listening
    • Written communication
    • Using questions effectively
    • Types of question types and use of them
    • Problem-solving
    • Creative thinking

    Module 4 - Effective rapport and conflict management skills

    • Empathy
    • Common emotions and actions
    • Dealing with negative reactions
    • Signs of conflict and frustration
    • Your role in conflict resolution
    • Successful negotiation
    • Professional contact management
    • Interaction and call management
    • Standard telephone greetings
    • Focusing the customer attention
    • Unsupported products
    • Unprofessional call management
    • Silent time
    • Routing call handling procedures
    • Techniques to manage difficult situations
    • Disengaging calls professionally
    • Stress management
    • Time management techniques
    • Types of customer behavior
    • Confidence

    Module 5 - Effective processes and IT Service Management

    • Process management
    • Importance of documentation
    • Why follow processes and procedures
    • Incident management
    • Request fulfillment
    • Problem management
    • IT change management
    • Service level management
    • Service catalog
    • Knowledge management
    • IT security management
    • Software license management
    • IT service continuity management

    Module 6 - Quality assurance activities

    • Quality assurance
    • Interaction monitoring
    • Incident and request monitoring
    • Customer satisfaction surveys
    • Service desk metrics
    • Common service desk measurements

    Module 7 - Service desk technologies and tools

    • Telephony systems
    • Technology for ITSM processes
    • Service desk internet technologies
    • Assisted service delivery models
    • Support delivery models
    • Telephone support
    • Remote support
    • Deskside support
    • Basic IT components
    • Automatic call distribution (ACD)
    • Computer telephony integration (CTI)
    • Self-service technology
    • Self-healing technology
    • Social media

    Although there is no mandatory requirement, ideally candidates should have an awareness of working in a service or support department or team. The SDI Service Desk & Support Analyst course would suit candidates working in the following professions or areas:

    • Support Analysts
    • Service Desk Analysts
    • First-line Analysts
    • Second-line Analysts
    • Client Supports
    • Desktop Support Analysts
    • Customer Support Officers
    • Technical Support Analysts
    • Service Center Analysts

    The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals, or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.

    There are no prerequisites to attending this Service Desk & Support Analysts course, although it is recommended that candidates should have a good understanding of service desk activity and objectives.

    The Service Desk & Support Analyst (SDA) three-day course recognizes an individuals knowledge of customer service competencies and certifies that they have the skills required to work in the support industry. An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage. The Guide has been written by leading industry experts and is part of the Service Desk Institute (SD) stream of courses. This training event is designed to prepare candidates to work within and manage customer support environments.  

    The SDA course is focused on equipping support analysts with the skills essential to deliver excellent levels of customer service and support. The course also looks at support methodologies and technologies and the tools utilized 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 utilize. It is based upon the standards and objectives for SDIs Service Desk & Support Analyst qualification and ensures that students are provided with the knowledge, information, and tools to take the SDA exam.

    The core concepts covered in the SDA course are:

    • Roles and Responsibilities
    • Effective Communication
    • Customer Service Skills and Competencies
    • Determine the importance of effective cross-cultural communication
    • The Service Desk Environment
    • Process Management
    • Managing, Meeting and Maintaining Service Levels
    • Problem Solving
    • Develop a clear understanding of the support tools and technologies available to Service Desk Analysts

    The SDI qualification is an open qualification standard that is independent of any other training curriculum. SDI is the administrator, facilitator, and arbitrator of the standards. The exams are independently administered and proctored.

    Module 1 - Roles and Responsibilities

    • Roles and responsibilities
    • Activities of the service desk
    • Expectation of customers
    • The role of service desk management
    • Service desk and support analyst roles
    • Personal professional development
    • The service desk and best practice
    • The organizations policies
    • Local and international legislation
    • Service commitments and ethics
    • Good service attitude, skills and knowledge
    • Quality and service expectations
    • The supportive workplace
    • Typical service desks

    Module 2 - Relationship Management

    • Teamwork
    • Relationship management
    • Customer relationship techniques - Organization
    • Customer relationship techniques - Colleagues
    • Customer relationship techniques - Customers
    • Cultural awareness and sensitivity
    • Language barriers
    • Communication techniques
    • Obtaining language assistance

    Module 3 - Effective communication skills and competencies

    • Elements of communication
    • Customer communication
    • Emotional intelligence
    • Communications protocols
    • Barriers to communications
    • Ineffective communication
    • Verbal skills
    • Adapting your communication style
    • Non-verbal communication
    • Listening skills
    • Activating listening
    • Written communication
    • Using questions effectively
    • Types of question types and use of them
    • Problem-solving
    • Creative thinking

    Module 4 - Effective rapport and conflict management skills

    • Empathy
    • Common emotions and actions
    • Dealing with negative reactions
    • Signs of conflict and frustration
    • Your role in conflict resolution
    • Successful negotiation
    • Professional contact management
    • Interaction and call management
    • Standard telephone greetings
    • Focusing the customer attention
    • Unsupported products
    • Unprofessional call management
    • Silent time
    • Routing call handling procedures
    • Techniques to manage difficult situations
    • Disengaging calls professionally
    • Stress management
    • Time management techniques
    • Types of customer behavior
    • Confidence

    Module 5 - Effective processes and IT Service Management

    • Process management
    • Importance of documentation
    • Why follow processes and procedures
    • Incident management
    • Request fulfillment
    • Problem management
    • IT change management
    • Service level management
    • Service catalog
    • Knowledge management
    • IT security management
    • Software license management
    • IT service continuity management

    Module 6 - Quality assurance activities

    • Quality assurance
    • Interaction monitoring
    • Incident and request monitoring
    • Customer satisfaction surveys
    • Service desk metrics
    • Common service desk measurements

    Module 7 - Service desk technologies and tools

    • Telephony systems
    • Technology for ITSM processes
    • Service desk internet technologies
    • Assisted service delivery models
    • Support delivery models
    • Telephone support
    • Remote support
    • Deskside support
    • Basic IT components
    • Automatic call distribution (ACD)
    • Computer telephony integration (CTI)
    • Self-service technology
    • Self-healing technology
    • Social media

    Although there is no mandatory requirement, ideally candidates should have an awareness of working in a service or support department or team. The SDI Service Desk & Support Analyst course would suit candidates working in the following professions or areas:

    • Support Analysts
    • Service Desk Analysts
    • First-line Analysts
    • Second-line Analysts
    • Client Supports
    • Desktop Support Analysts
    • Customer Support Officers
    • Technical Support Analysts
    • Service Center Analysts

    The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals, or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.

    There are no prerequisites to attending this Service Desk & Support Analysts course, although it is recommended that candidates should have a good understanding of service desk activity and objectives.

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