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Service Desk Analyst Course

Service Desk Analyst Course
12-14 June 2013
ITSM EXPERTS Training Center

Service Desk Analyst Course

Service Desk Analyst Course
03-05 July 2013
ITSM EXPERTS Training Center

2013 Training Calendar Download

Please download our latest 2013 calendar and book your seats now

ITIL Foundation Course

ITIL Foundation course
11-13 June 2013
ITSM EXPERTS Training Center

ITIL Foundation Course

ITIL Foundation course
16-18 July 2013
ITSM EXPERTS Training Center
2013 Training Calendar

Download our Latest Training Calendar for 2013

 

SDI and ITIL training Schedule

 
Service Desk Call Handling Tips

Answering the Telephone

  • Good Morning/Afternoon/Evening (Your Organization’s Name). This is (Your Name) How may I help you?
  • Thank you for calling (Your Organization’s Name). This is (Your Name). How may I help you?
    • Remember to sound upbeat, positive, and calm.
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Customer Service Quotations
More than 50 Quips, Questions, & Comments to Inspire and Motivate Service Desk Professionals to provide a better customer service.
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Building a winning Service Desk
1. Abstract
The traditional IT Help Desk has evolved over years into Service Desk, offering a range of services to offer a more business-focused approach. The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level management, and sometime extend beyond traditional IT Services.
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Tips to Improve a Service Desk
1.   Before implementing an improvement strategy, ensure that a clear goal / ultimate target is clearly defined.
 
 
2.   Ensure that these objectives are compatible with overall corporate objectives. This will reveal potential conflicts of interest at an early stage and ensure that consistency is maintained throughout the company.
 
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