COURSE OVERVIEW:

Service desk analysts are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.

To be successful, service desk analysts must be able to resolve incidents efficiently and effectively. Common incidents include broken devices, error messages, or system outages. Resolving incidents efficiently and effectively involves more than simply searching a knowledge base for known solutions. It requires a methodical approach, or process, through which analysts gather all available data, determine the probable source of an incident, and then decide on a course of action that restores service to the customer. When incidents are resolved quickly and correctly, the negative effects on the business are minimised and customer productivity is enhanced.

Service desk analysts must also be able to detect and help resolve problems, which are the cause of incidents. Common problems include chronic hardware failures, corrupt files, software errors or bugs, and human error. Resolving problems also requires a methodical approach, or process, through which analysts gather all available data, determine the root cause of a problem, and determine both temporary and permanent resolutions that work around or eliminate the root cause. The root cause is the most basic reason for an undesirable condition or problem, which, if eliminated or corrected, would prevent the problem from existing or occurring.

Service desk analysts need effective questioning skills and superior listening skills to be good problem solvers. Persistence is also important because proficient problem solving requires going beyond the quick fix to find a permanent solution. By analysing trends and suggesting ways to eliminate the root cause of problems, analysts can help reduce the number of incidents that customers experience and even prevent incidents altogether. Problem solving is an innate skill, but it is also a skill that can be improved with practice. Improved problem-solving skills enable analysts to resolve more incidents and problems, resolve them more quickly and accurately, and, ultimately, satisfy more customers.

This course discusses the incident and problem management processes for service desk analysts. It presents a methodical approach that desk analysts can use to navigate the incident management process, along with proven problem-solving techniques to diagnose and resolve incidents. It discusses the concept of incident ownership and describes when and how to communicate the status of incident resolution activities to customers and management. It also discusses how to use the problem management process to prevent incidents by identifying and eliminating the root cause of problems.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

• The importance role of the service desk analyst
• How to using processes to resolve incidents and problems?
• How to solve incidents methodically?
• The incident management process
• How to gather all available data and create information?
• The different types of data such as: customer, incident, status and the resolution data
• The short and detailed incident descriptions
• How to diagnose an incident?
• How to simulate the customer’s actions?
• How to establish technology standards?
• The benefits of establishing technology standards
• How to use diagnostic tools?
• How to develop and execute a course of action?
• When to engage additional resources?
• How to take ownership?
• The incident owner responsibilities
• The sharing owner responsibilities
• The importance of providing status updates to management and customers?
• When management notification is appropriate?
• The goals of management notification
• When customer notification is appropriate?
• The goals of customer notification
• The ways that service desks deliver value
• How to build good relationships with other support groups?
• How to review and understand your company’s SLAs, OLAs, and contracts?
• How to provide mutual feedback with other groups?
• The importance of job shadowing
• How to review incident management system information?
• The importance of communication between service desk and other support groups?
• The importance of giving praise
• How to close incidents?
• How to focus on incident and problem prevention?
• The brainstorming method
• The Five Whys technique
• The cause and effect analysis
• The Pareto analysis
• The Kepner-Tregoe problem analysis

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

COURSE REQUIREMENTS:

You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.

COURSE DELIVERY:

Purchase and download course content.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.