SDI Service Desk Training

Transcription

1 SDI Service Desk Training Professional Education Training Innovative solutions for modern businesses

2 Because quality matters The Service Desk is fast becoming more and more critical to the IT organisation. What was once seen as place to simply capture and deal with faults and issues has quickly become a strategic differentiator for many organisations. Quite often the first and primary impression users get of IT is formed from their experiences with the Service Desk. A good experience of support often leads to users feeling positive about IT as a whole; a negative experience is likely to lead to quite the opposite! The Service Desk is the shop window of IT; we need to get it right, the first time. With many years experience supporting the development and improvement of different types, sizes and structures of Service Desk, Syzygal passionately believes there are unique opportunities to deliver the business distinctive, customer-centric solutions and support increased productivity and capability. Top performing Service Desks rely on excellence in three key areas: People, Process and Technology. Perhaps the most important of these elements to influence and transform is the people element. That s why when Syzygal built their training portfolio we did not hesitate to include quality Service Desk training. The only partner we felt was suitable and credible for this training was The Service Desk Institute (SDI). SDI FOUNDATION TRAINING The Foundation is a two day course focused on developing a service culture and enabling the core skills and abilities necessary to deliver exceptional service. The high-level objectives are: Understanding of the importance of IT support in today s business environment and the role of the Service Desk Knowledge of core service management processes and how the Service Desk fits in to these Becoming a Support Analyst - everything you need to know about the role, the responsibilities and the Service Desk environment Essential skills and competencies - identify, understand and deliver efficient and effective support in the Service Desk environment Developing soft-skills and interpersonal competencies Confidence to deliver professional telephone support Service Level Agreements; their value and importance SERVICE DESK ANALYST TRAINING The Service Desk Analyst three day course is focused on equipping support analysts with the skills essential to deliver excellent levels of customer service and support. The high-level objectives are: A thorough grounding in skills, competencies and knowledge required for a professional and effective Service Desk analyst Essential skills and competencies to deliver an efficient and effective support environment Practical knowledge of how to use these skills to deal effectively with a variety of situations A clear understanding of how to identify customer needs and motivations, practical problem solving techniques and how to handle difficult situations The importance of teamwork in the support environment An understanding of Service Desk metrics, Service Level Agreements, customer satisfaction surveys, and the latest service desk tools and technologies 2

3 Your improvement partner PROFESSIONAL EDUCATION Syzygal delivers class-room based professional training services and innovative e-learning solutions. All our training solutions are based on Industry recognised best practices and include formal certification. CONSULTING SERVICES Syzygal consultants have a wealth of experience working in all types of organisations; public, private and government institutions. Our team are qualified, knowledgeable and have practical ability with global experience. IT Service Management Implementation and management of quality information technology services that meet the needs of the business, through an appropriate mix of people, process and information technology. Enterprise Governance Focusing on the performance and risk management of information technology systems and supporting greater accountability in decision-making for the best interest of all stakeholders. Project Management Controlled planning, organisation and motivation of resources over a fixed time to achieve specific project goals and objectives; typically to bring about beneficial change or added value. IT Security Management The protection of information and information infrastructure assets against the risks of loss, misuse, disclosure or damage; providing controls organisations need to manage these risks. 3

4 Who should attend SDI training? SDI training is useful for anyone involved in customer interaction. The concept of Service Desk has been with organisations world-wide long before technology transformed our day-to-day lives in the form of the business reception desk; a single point of contact for the entire organisation, customers and visitors. The modern IT Service Desk focuses on customer needs internally and externally and supports failure resolution, standard requests and delivers help and information; acting as a unified first point of contact. WHO SHOULD ATTEND SDI FOUNDATION TRAINING? Customer Service and Support Specialists Customer Service Technicians Service Desk Agents, Technicians, or Specialists Dispatchers Call Screeners Call Agents IT Support Executives Technical Support Analysts WHO SHOULD ATTEND SDI SERVICE DESK ANALYST TRAINING? Support Analysts Service Desk Analysts First-line Analysts Second-line Analysts Client Supports Desktop Support Analysts Customer Support Officers Technical Support Analysts Service Centre Analysts Making the first impression count Effective customer service relies on three elements: Process, Technology and People. Properly designed and configured, Process and Technology remain largely predictable, reliable and operative. By far the most changeable and often unpredictable element is People. Syzygal recognises that people and their preparedness in customer interaction is often the most critical element of the service delivery chain. To help service teams deal effectively with volatile circumstances and excel at service delivery Syzygal has developed an additional Soft Skills workshop day that can be added to either the SDI Foundation or SDI Service Desk Analyst course. The purpose of this additional day is to bring further emphasis and consolidation to the concept of service focus. This additional training time allows candidates to enjoy interactive, group focused training and understand how the customers first impression counts. 4

5 Syzygal professional training helps career focused individuals differentiate themselves and build successful careers. The SDI examination purpose The competencies required for each SDI qualification were identified and approved by SDI s International Committee for Individual Standards, a group of industry experts and experienced practitioners from a number of organisations, in order to: Establish an international benchmark to recognise the breadth of knowledge required to successfully fulfil the role Document the necessary skills Provide a mechanism to recognise and develop the breadth of knowledge required for developing individuals aligned to international industry standards Provide leadership to the IT support industry by providing a recognised qualification in IT customer service 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. SDI qualifications recognise an individual s 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. SDI is committed to defining standards for additional support professional roles as the industry evolves and its needs change. In business today, customers want educated and qualified professionals to support their business needs. 5

6 The TACT approach Theory Delivering focused knowledge with innovative methods Testing Measurement and confirmation of learning through testing THEORY TEST Absorb Placing students in real-world scenarios with hands on scope TACT Consolidate Fun and interesting learning utilising interactive methods ABSORB CONSOLIDATE As part of doctoral research, Syzygal have developed a unique approach to developing and designing professional education courses and courseware. Rather than utilising tired and over-used methods such as working straight from a syllabus, Syzygal decided to research the key elements of effective learning. What we found was that although dynamic and flexible delivery methods were essential to the overall experience for students, it was the approach to content formulation and positioning that was critical to maximising learning up-take and knowledge retention. The THEORY of a subject is obviously critical to success, but ensuring it is positioned in contextual alignment is the pay-off. We then ensure students ABSORB the theory by placing them in real-world scenarios and role-plays, ensuring the theory connects to practical application. To support this we CONSOLIDATE the learning by using innovative games and exercises to further develop understanding and retention. Finally we ensure TESTING takes place throughout training events which prepares the student to take their formal certification. TACT is Syzygal s proprietary methodology for developing courses and courseware 6

7 Gaining recognition as a subject matter expert and moving your career forward begins with demonstrating your knowledge and expertise. Help and expert advice when you need it most The foundation of the Syzygal business model is the specialisation in the areas of IT Service Management, IT Security Management, Project Management and Enterprise Governance. Our focus is on supporting and communicating world-renowned, industry recognised frameworks and standards. In doing so we help our clients develop worldclass, business centric IT Services and business change environments. Placed world-wide, we provide innovative solutions helping your business deliver tangible and measurable improvements through direct consultancy or training and education products. Syzygal s primary business objectives and goals are to: Educate professionals in leading industry best practices Help our clients develop real knowledge and understanding in core business practices Support the practical implementation of that knowledge Ultimately help our clients improve their business practices Our approach is to accept and deliver only the highest quality in information content, materials and delivery of our courses. We believe that learning is better achieved by participation from the student rather than instruction by the lecturer. Taking this approach leads to a better overall experience for the training candidates and achieves a longer lasting knowledge transfer from the course. We employ only the best training resources and ensure they have applicable, real life experience in their specialist areas and industry standard frameworks and methodologies. 7

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