Learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence.

Discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective.

Explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate.

A close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution .

Learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation.

Understand and develop emotional resilience to help detect and manage both positive and negative signs of stress.

Establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation.

Learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management.

Review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics.

Understand the purpose, objectives, and components of successful feedback management.

Gain an insight into the different methods of delivering support, including the benefits of remote support and self-service.

Identify common examples, benefits and challenges of AI and automaton within service management.