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Service Desk Analyst Course

Service Desk Analyst Course
21-23 February 2012
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ITSM EXPERTS Training Center

Service Desk Analyst Course

Service Desk Analyst Course (3 days)
14-16 February 2012
ITSM EXPERTS Training Center

2012 Training Calendar Download

Our 2012 Training Calendar is now available for download Click HERE to download

ITIL Foundation Course

ITIL v3 Foundation course - RM 3200
28 February 2012 - 01 March 2012 class
New Year Promo - RM500 discount
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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ITIL Foundation Course 2012

Click here to get more information or if you would like to speak to our consultants. 

ITIL v3 Foundation Training - ITSM EXPERTS
 
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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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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