Service Desk Training

www.syzygal.com

Innovative solutions for modern businesses

2

The Service Desk is fast

becoming more and more

critical to the IT organisation. What

was once seen as place to simply

capture and deal with faults and

issues has quickly become a strategic

differentiator for many organisations.

Quite often the first and primary

impression users get of IT is formed

from their experiences with the

Service Desk. A good experience of

support often leads to users feeling

positive about IT as a whole; a nega-

tive experience is likely to lead to

quite the opposite! The Service Desk

is the ‘shop window’ of IT; we need to

get it right, the first time.

With many years’ experience support-

ing the development and improve-

ment of different types, sizes and

structures of Service Desk, Syzygal

passionately believes there are

unique opportunities to deliver the

business distinctive, customer-centric

solutions and support increased

productivity and capability.

Top performing Service Desks rely on

excellence in three key areas: People,

Process and Technology. Perhaps the

most important of these elements to

influence and transform is the people

element. That’s why when Syzygal

built their training portfolio we did

not hesitate to include quality Service

Desk training. The only partner we

felt was suitable and credible for

this training was The Service Desk

Institute (SDI).

SDI FOUNDATION TRAINING

The Foundation is a two day 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 impor-

tance of IT support in today’s

business environment and the

role of the Service Desk

• Knowledge of core service man-

agement processes and how the

Service Desk fits in to these

• Becoming a Support Analyst -

everything you need to know

about the role, the responsi-

bilities and the Service Desk

environment

• Essential skills and competen-

cies - identify, understand and

deliver efficient and effective

support in the Service Desk envi-

ronment

• Developing soft-skills and inter-

personal competencies

• Confidence to deliver profes-

sional telephone support

• Service Level Agreements; their

value and importance

SERVICE DESK ANALYST TRAINING

The Service Desk Analyst three day

course is focused on equipping sup-

port analysts with the skills essential

to deliver excellent levels of customer

service and support. The high-level

objectives are:

• A thorough grounding in skills,

competencies and knowledge

required for a professional and

effective Service Desk analyst

• Essential skills and competen-

cies to deliver an efficient and

effective support environment

• Practical knowledge of how to

use these skills to deal effective-

ly with a variety of situations

• A clear understanding of how

to identify customer needs and

motivations, practical problem

solving techniques and how to

handle difficult situations

• The importance of teamwork in

the support environment

• An understanding of Service

Desk metrics, Service Level

Agreements, customer satisfac-

tion surveys, and the latest ser-

vice desk tools and technologies

Because quality matters

3

Your improvement partner

Syzygal delivers class-room based professional train-ing services and innovative e-learning solutions. All our training solutions are based on Industry recognised best practices and include formal certification.

Implementation and management of quality information technology services that meet the needs of the business, through an appropriate mix of people, process and infor-mation technology.

Controlled planning, organisation and motivation of re-sources over a fixed time to achieve specific project goals and objectives; typically to bring about beneficial change or added value.

Syzygal consultants have a wealth of experience working in all types of organisations; public, private and govern-ment institutions. Our team are qualified, knowledgeable and have practical ability with global experience.

Focusing on the performance and risk management of information technology systems and supporting greater accountability in decision-making for the best interest of all stakeholders.

The protection of information and information infrastruc-ture assets against the risks of loss, misuse, disclosure or damage; providing controls organisations need to man-age these risks.

PROFESSIONAL EDUCATION

IT Service Management

Project Management

CONSULTING SERVICES

Enterprise Governance

IT Security Management

4

Who should attend SDI training?

Making the first impression count

WHO SHOULD ATTEND SDI

FOUNDATION TRAINING?

• Customer Service and Support

Specialists

• Customer Service Technicians

• Service Desk Agents, Techni-

cians, or Specialists

• Dispatchers

• Call Screeners

• Call Agents

• IT Support Executives

• Technical Support Analysts

WHO SHOULD ATTEND SDI

SERVICE DESK ANALYST TRAINING?

• Support Analysts

• Service Desk Analysts

• First-line Analysts

• Second-line Analysts

• Client Supports

• Desktop Support Analysts

• Customer Support Officers

• Technical Support Analysts

• Service Centre Analysts

SDI training is useful for anyone in-

volved in customer interaction. The

concept of Service Desk has been

with organisations world-wide long

before technology transformed our

day-to-day lives in the form of the

business reception desk; a single

point of contact for the entire or-

ganisation, customers and visitors.

The modern IT Service Desk focuses

on customer needs internally and

externally and supports failure

resolution, standard requests and

delivers help and information; act-

ing as a unified first point of contact.

Effective customer service relies on three elements: Process,

Technology and People. Properly designed and configured,

Process and Technology remain largely predictable, reli-

able and operative. By far the most changeable and often

unpredictable element is People. Syzygal recognises that

‘people’ and their preparedness in customer interaction

is often the most critical element of the service delivery

chain. To help service teams’ deal effectively with volatile

circumstances and excel at service delivery Syzygal has

developed an additional Soft Skills workshop day that can

be added to either the SDI Foundation or SDI Service Desk

Analyst course. The purpose of this additional day is to

bring further emphasis and consolidation to the concept of

service focus. This additional training time allows can-

didates to enjoy interactive, group focused training and

understand how the customers’ first impression counts.

5

Syzygal professional training helps career focused individuals differentiate them-selves and build suc-cessful careers.

The SDI examination purpose The competencies required for each SDI qualification were

identified and approved by SDI’s International Committee

for Individual Standards, a group of industry experts and

experienced practitioners from a number of organisations,

in order to:

• Establish an international benchmark to recognise the

breadth of knowledge required to successfully fulfil

the role

• Document the necessary skills

• Provide a mechanism to recognise and develop the

breadth of knowledge required for developing indi-

viduals aligned to international industry standards

• Provide leadership to the IT support industry by pro-

viding a recognised qualification in IT customer service

The SDI qualification is an open qualification standard that

is independent of any other training curriculum. SDI is the

administrator, facilitator and arbitrator of the standards.

The exams are independently administered and proctored.

SDI qualifications recognise an individual’s knowledge of

customer service competencies and certifies that they have

the skills required to work in the support industry. An indi-

vidual passing an SDI exam indicates that they understand

the role of the service desk professional and the associ-

ated best practice for communications, customer service,

teamwork, ethics, service desk processes, and terminology

usage.

SDI is committed to defining standards for additional sup-

port professional roles as the industry evolves and its needs

change. In business today, customers want educated and

qualified professionals to support their business needs.

6

THEORY

ABSORB CONSOLIDATE

TEST

TACT

TheoryDelivering focusedknowledge with innovative methods

TestingMeasurement and

learning through testingconfirmation of

ConsolidateFun and interesting

learning utilising interactive methods

AbsorbPlacing students inreal-world scenarioswith hands on scope

TACT is Syzygal’s pro-prietary methodology for developing courses and courseware

As part of doctoral research,

Syzygal have developed a unique

approach to developing and

designing professional education

courses and courseware. Rather

than utilising tired and over-used

methods such as working straight

from a syllabus, Syzygal decided to

research the key elements of effec-

tive learning. What we found was

that although dynamic and flexible

delivery methods were essential to

the overall experience for students,

it was the approach to content

formulation and positioning that

was critical to maximising learning

up-take and knowledge retention.

The THEORY of a subject is obvi-

ously critical to success, but ensur-

ing it is positioned in contextual

alignment is the pay-off. We then

ensure students ABSORB the the-

ory by placing them in real-world

scenarios and role-plays, ensuring

the theory connects to practical

application. To support this we

CONSOLIDATE the learning by us-

ing innovative games and exercises

to further develop understanding

and retention. Finally we ensure

TESTING takes place throughout

training events which prepares

the student to take their formal

certification.

The TACT approach

7

The foundation of the Syzygal

business model is the spe-

cialisation in the areas of IT Service

Management, IT Security Manage-

ment, Project Management and

Enterprise Governance. Our focus is

on supporting and communicating

world-renowned, industry recognised

frameworks and standards. In doing

so we help our clients develop world-

class, business centric IT Services

and business change environments.

Placed world-wide, we provide in-

novative solutions helping your busi-

ness deliver tangible and measurable

improvements through direct con-

sultancy or training and education

products. Syzygal’s primary business

objectives and goals are to:

• Educate professionals in leading

industry best practices

• Help our clients develop real

knowledge and understanding

in core business practices

• Support the practical implemen-

tation of that knowledge

• Ultimately help our clients im-

prove their business practices

Our approach is to accept and deliver

only the highest quality in informa-

tion content, materials and delivery

of our courses. We believe that learn-

ing is better achieved by participa-

tion from the student rather than

instruction by the lecturer. Taking

this approach leads to a better overall

experience for the training candi-

dates and achieves a longer lasting

knowledge transfer from the course.

We employ only the best training

resources and ensure they have ap-

plicable, real life experience in their

specialist areas and industry standard

frameworks and methodologies.

Help and expert advicewhen you need it most

Gaining recognition as a subject matter expert and moving your career forward

begins with demonstrating your knowledge and expertise.

Professional EducationStand out from the crowd

Syzygal EuropeKemp HouseLondon

Syzygal ArabiaSilicon OasisDubai

www.syzygal.cominfo@syzygal.com