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course code: SDI-SDA
SDI seriesCourse accredited by APMG International, in alignment with
SDI Service Desk and Support Analyst Standards.
Service Desk AnalystAn accredited
course
Course administration
Start and finish Course style
LunchCoffee and breaks
M00 ‐ Course introduction 2/7 | 2/279
Introductions
Let’s Get to Know Each OtherPlease share with the class: Your name and surname Your organization Your profession (title, function, job responsibilities) Your experience with service desk Your personal session expectations
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Course outcomes (1/2)
After completing this course you will be able to:
Explain the four key concepts that describe the required skills, competencies and knowledge for the service desk and support analyst
Summarise the role and responsibilities of the service desk Summarise the role and responsibilities of the service desk
and support analyst and demonstrate the attributes, skills and knowledge required to fulfil the role effectively
Recognise when to use those attributes, skills and knowledge to deal effectively with a variety of situations
Explain how to better identify customers’ needs and motivations
Recognise the benefits of teamwork Demonstrate the skills for handling difficult situations Recognise the need for effective and well thought out
processes and proceduresM00 ‐ Course introduction 4/7 | 4/279
Course outcomes (2/2)
Describe the key IT service management processes in the areas where the service desk has clear responsibilities
Recognise the importance and benefits of having service level agreements, operational level agreements and underpinning contracts in place
Recognise the value and benefits of customer satisfaction surveys
Identify the value of, and need for, metrics within the service desk environment
Describe some of the available tools and technologies for service desk staff and customers to use
Summarise how to effectively use social media tools in the service desk
Be prepared for taking the service desk and support analyst examination
M00 ‐ Course introduction 5/7 | 5/279
Service Desk Analyst Certification
Exam
Paper based and closed book exam Only pencil and eraser are allowed Simple multiple (ABCD) choice exam Only one answer is correct 60 questions, pass mark is 45 (75%) 1 hour exam No negative points, no “Tricky Questions”
No pre‐requisite for Analyst exam
Sample, two (official) mock exams are provided to you
Service Desk Analyst
Candidates completing an examination in a language that is not their mother tongue, will receive additional time
M00 ‐ Course introduction 6/7 | 6/279
About The Service Desk Institute
MissionTo enable organisations to enhance the value of business and IT integration through exceptional IT service and
support by:Setting global industry standards
Delivering thought‐leadership and knowledgeInfluencing service improvement for
individuals and organisations
M00 ‐ Course introduction 7/7 | 7/279
SDI series
Roles and Responsibilities
1. Roles and Responsibilities
2. Relationship Management
3. Effective Customer Communication Skills and Competencies
4. Problem Solving
5. Effective Rapport and Conflict Management Skills
6. Effective Process Management
7. IT Service Management Part 1
8. IT Service Management Part 2
9. Quality Management for the Service Desk
10. Service Desk Technologies
11. Tools and Technologies
Agenda
M01 ‐ Roles and Responsibilities 2/33 | 9/279
Lesson 1 Objectives
1. Examine the role and the responsibilities of a service desk and support analyst
2. Examine the role and responsibilities of the service desk
3. Review the concepts of best practice within the support industry
4. Discuss the importance of meeting commitments and delivering service excellence
5. Examine the attributes, skills and knowledge required of a successful analyst
6. Review the concepts of teamwork and managing cultural differences
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Service Desk and Support Analyst – the role
To represent the service desk in a professional manner To consistently deliver quality customer service
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Service Desk and Support Analyst - responsibilities (1/2)
Maintain and enhance customer satisfaction throughout the life‐cycle of all service desk interactions in a respectful, courteous and positive manner.Manage customer expectations Provide appropriate support Accurately document all interactionsMaintain and share appropriate product and services knowledge Ensure customers receive consistentmessagesPerception equals REALITY
M01 ‐ Roles and Responsibilities 5/33 | 12/279
Service Desk and Support Analyst - responsibilities (2/2)
Manage customer expectations Provide appropriate support Accurately document all interactionsMaintain and share appropriate product and services knowledge Ensure customers receive consistent messagesCommunicate effectively with stakeholdersAdhere and contribute to the service desk’s processes and procedures To be aware of appropriate societal and environmental issues and responsibilitiesMaintain and enhance customer satisfactionUnderstand the business of the organisation being
M01 ‐ Roles and Responsibilities 6/33 | 13/279
Personal Professional Development
Attend courses, seminars and industry events Subscribe to industry related publications Join and participate in industry related groups
M01 ‐ Roles and Responsibilities 7/33 | 14/279
The Service Desk - role
To serve as a single point of contact (SPOC)
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The Service Desk - responsibilities (1/3)
Develop and implement service desk goals that align with the organisation’s business objectives
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The Service Desk - responsibilities (2/3)
Manage customer expectations Keeping the organisation and/or supported customer performing at the highest level possible
Provide the customer with a first contact resolution where possible Providing fast, responsive and consistent quality service within agreed service levels
Manage compliments and complaintsBalance support expenses to deliver optimum levels of quality and cost effectiveness Provide a clear communication channel between customers and the IT organization
M01 ‐ Roles and Responsibilities 10/33 | 17/279
The Service Desk - responsibilities (3/3)
Follow the organisation’s policies, processes and procedures Adhere to, police and support the organisation's security policies/requirements
Demonstrate the value and contribution of the service desk to the organisationContribute to knowledge creation and maintenanceDevelop and implement effective processes and procedures Identify service improvement initiativesBeing aware of appropriate societal and environmental issues and responsibilities relating to the service desk
M01 ‐ Roles and Responsibilities 11/33 | 18/279
The Service Desk - expects its customers to …
Understand and comply with the contents of the service level agreementContact the service desk about all IT interactions and requirements using the appropriate and agreed channelsProvide analysts / specialists with the information required to resolve incidents and service requests Provide feedback
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The Service Desk - the role of management
Develop and manage the service desk team to operate professionally on a daily basis Ensure SLAs and service expectations are met Deliver consistent levels of service qualityOversee recruitment and encourage staff developmentPromote the service desk across the IT organisation and ensure that it is integrated into all relevant processes and activitiesManage expectations of the service
M01 ‐ Roles and Responsibilities 13/33 | 20/279
The Service Desk - best practice
SDI best practices: ITIL® ‐ IT Service Management Best Practices BiSL® Framework ISO/IEC 20000 ISO 9000 (series) ISO/IEC 27000 (series) ISO/EIC 27001 ‐ , ISO/EIC 27005
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The Organisation’s Policies
All organisations have standards of professionalism and behaviour that they expect all employees to adhere to. These policies are very important because they clearly set out the expectations and requirements of the organisation.
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The Organisation’s Policies - the importance of adhering to them
Supports consistent behaviourProvides a framework for the analyst to work within Provides a framework for consistent service
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The Organisation’s Policies - the objectives
The key objectives are to: Provide clear definitions of the boundaries to work within Provide a code of conduct Define procedures for dealing with inappropriate behaviour
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Local and International Legislation - importance of compliance
Deliver service and support within corporate and legal parametersProtect the organisation from litigationDeliver good employee relationsProvide a safe working environmentProtect data
M01 ‐ Roles and Responsibilities 18/33 | 25/279
You only ever have one chance to make a good first impression
csuktv.com
M01 ‐ Roles and Responsibilities 19/33 | 26/279
Service Commitments and Ethics
Consistent service means: All customers receive the same quality of service Priority levels consistently assigned in accordance with the SLA
M01 ‐ Roles and Responsibilities 20/33 | 27/279
Service Commitments and Ethics - following best practice
Improves quality of the support service Ensures analysts provide consistent serviceContributes to improved efficiencies and productivityProvides an effective way of working with 2nd level support and external suppliers Increases customer satisfaction Establishes credibility for analystsand the service desk
M01 ‐ Roles and Responsibilities 21/33 | 28/279
Service Commitments and Ethics - personal accountability
Being responsible for: Taking ownership of customer interactions and following them up in a timely manner Admitting to errors Showing willingness to learn from mistakes and improve Adhering to work schedules Behaving and dressing appropriately in accordance with the organisation’s policy
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Service Commitments and Ethics - honouring commitments
Establishes credibility for individual analysts, the team and the organisation Increases customer satisfaction Improves employee morale
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Protect and Enhance the Service Desk’s Image
Keep customers advised of the steps being taken to resolve their issueGive customers accurate information without blaming others Focus customer interactions on the resolutionDemonstrate professionalism and promote positive results Be aware of personal conduct outside the service desk and the work environment
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Attributes, Skills and Knowledge
Attribute: quality, trait or characteristic
Knowledge: awareness or possession of
information
Skill: the ability to do something well
Skills
Knowledge
Attributes
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A Good Service Attitude - the characteristics
Takes ownership and sees through to conclusionHas a sincere willingness to helpMaintains a positive attitude Shows respect and courtesy Is focussed and attentive Focusses on business needs while providing the best possible service to customers
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A Good Service Attitude - the impact
There are many rewards to be gained when we work towards improving our service focus: It sets the customer's expectations It creates a positive impression It helps to gain the customer’s confidence and trust It builds rapport Good attitudes are contagious It enhances future contacts with the customer It increases customer satisfaction
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Delivering Service Excellence - the characteristics required
Listen
Convey empathy
Realise needs and expectations change
Develop measurable processes and procedures
Encourage excellent customer service in others
Honour commitments
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Quality of service
Support staff who excel in their jobs rarely do so because of technical skills alone ‐ they have the ability to deal with people effectively.
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Service Expectations
It is generally accepted that it costs between 5‐10 times more to acquire a new customer than it costs to retain an existing one.
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Dissatisfied Customers
On average: A dissatisfied customer will tell 9 or 10 other people and about 13% will tell more than 20 other people. For every complaint received there are at least 24 not registered ‐6 of which are serious.
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The Supportive Workplace
Today’s supportive workplace has: Rapport among team members Empowerment from management A willingness for team members to help each other Responsible and trustwortthy team members
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Q&A?
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