The Service Desk Foundation (SDF) e-Learning is a standalone course that recognises an individual’s knowledge of customer service competencies and certifies that they have the skills required to work in the support industry.
The high-level objectives are:
The importance of IT support in today’s business environment and the role of the Service Desk
Knowledge of core service management processes and how the Service Desk fits in to these
Support Specialist – what you need to know about the role, the responsibilities environment
Identify, understand and deliver efficient and effective support in the Service Desk environment
Developing soft-skills and interpersonal competencies
Confidence to deliver professional telephone support
Service Level Agreements; their value and importance
WHATS INCLUDED
This e-Learning course has been designed by industry professionals and delivered by seasoned trainers. Based on Syzygals own TACT methodology this e-Learning course brings together theoretical learning with interactive activities that are focused on your memory retention, within this course you will have:
10 x interactive and engaging e-Learning modules
Practice quiz at the end of each module
How SDI meets the requirement for an IT customer service
Buzz exercises to help knowledge retention, at the end of each module
A virtual mentor
Two full service desk foundation practice exams
The official service desk certification exam (not included within the bronze package)
COURSE CONTENT
The Service Desk Foundation e-Learning course focused on developing a service culture and enabling the core skills and abilities necessary to deliver exceptional service. The high-level objectives are:
Understanding of the importance of IT support in today’s business environment and the role of the Service Desk
Knowledge of core service management processes and how the Service Desk fits in to these
Becoming a Support Analyst – everything you need to know about the role, the responsibilities and the Service Desk environment
Essential skills and competencies – identify, understand and deliver efficient and effective support in the Service Desk environment
Developing soft-skills and interpersonal competencies
Confidence to deliver professional telephone support
Service Level Agreements; their value and importance
REQUIREMENTS
This course will take an estimated 8 hours to complete
Our e-learning modules run in a web browser and should work across most platforms. As a guideline the following specifications should be highlighted:
Windows 2000, XP Vista or Windows 8, or Mac OS X (or later)
Windows Pentium 2 processor or better (Pentium 3 recommended), or Macintosh G3 or higher
256 megabytes (MB) RAM or more (512 recommended)
800×600 screen resolution (1024×768 recommended)
An Internet connection
A web browser (see below)
We recommend using a latest browser, following are the minimum browser requirements for use with this e-Learning:
Windows: Internet Explorer 9+, Firefox, Chrome
Mac OS 10.3 and later: Firefox, Chrome