Opleiding: Service Desk Analyst 8th Edition Self-Study Package

Algemene omschrijving

This e-learning contains the course materials.

The Service Desk Analyst e-learning emphasizes the essential skills needed for effective IT support. It covers support methodologies, technologies, and tools, and prepares candidates for the Service Desk Analyst v8 (SDA) exam with PeopleCert.

Doelgroep

The Service Desk Analyst certification emphasizes the critical role of Service Desk support in consistently delivering the required levels of IT services.

It is also relevant for IT professionals with the following goals:

• IT Service Managers
  • Oversee the delivery of IT services to ensure they meet business requirements.
• IT Project Managers
  • Manage IT projects from start to finish, ensuring alignment with business objectives.
• Service Desk Managers
  • Lead service desk teams to provide efficient and effective end-user support.
• IT Consultants
  • Advise organizations on best practices for IT service management and continuous improvement.
• IT Operations Managers
  • Ensure smooth operation of IT infrastructure and services.
• Business Relationship Managers
  • Act as a bridge between IT and business, ensuring IT services align with business needs.
• IT Developers
  • Develop and maintain IT solutions that support business processes.
• Change Managers
  • Oversee changes to IT services, minimizing disruptions and ensuring successful implementation.

Leerdoelen

By completing this e-learning, you will gain the following knowledge and skills:

• Develop skills for efficient and effective support in the Service Desk environment.
• Understand customer needs, handle difficult situations, and work in a team setting.
• Gain practical knowledge of service management processes and problem-solving techniques.

Exam Information:

• Format: Multiple choice, 60 questions.
• Passing Score: 65% (39 out of 60).
• Duration: 60 minutes.
• Closed Book.

Voorkennis

Prior to going through this e-learning, you must have at least 9 months of experience in an IT service and support environment.

Onderwerpen

• Module 1: Introduction.
• Module 2: Professionalism.
• Module 3: Analyst Skills.
• Module 4: Problem Solving.
• Module 5: Rapport Techniques.
• Module 6: Practices, Processes and Procedures.
• Module 7: Quality Assurance.
• Module 8: Support Methods.
• Module 9: Trial Exam.