INF306 Service Desk and Support Analyst: Help Desk Support Certification

Designed to equip you with the skills essential to deliver excellent levels of customer service in the service and support desk environment. Learn best practices for communications, customer service, teamwork, ethics, service desk processes, and terminology usage. 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 will be covered. Textbook required: For textbook information, please call [phone].Designed to equip you with the skills essential to deliver excellent levels of customer service in the service and support desk environment. Learn best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage. 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 will be covered. Prepares you to sit for the SDI's Service Desk & Support Analyst SDA exam. Cost of the exam is not included in the cost of the program. Textbook required.

 

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