Description

The Service Desk Analyst Certification from the SDI? helps Service desk professionals understand the four key concepts that describe the required skills, competencies, and knowledge required. This student guide covers:

• Summarize the role and responsibilities of the service desk and the SDA
• The importance of service attitude and practicing personal accountability
• Identifying customers? needs and motivations
• The benefits of teamwork
• Handling difficult situations
• Key IT service management processes
• Service level agreements and service catalogues
• Metrics and Managing customer feedback

Publish: Ducis Management Consulting P. Ltd
Language: English (UK)
Type: Student Guide
Delivery: ebook