Help Desk Analyst (HDA) Fast Track

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This fast track course has been developed to cover the agreed standards and objectives for the Help Desk Institute's Help Desk Analyst qualification. The course content matches that of HDA 1 and HDA 2 but is delivered in a more intensive format.



Throughout the 3 days, delegates are encouraged to participate in discussions and group exercises that should enrich their knowledge and understanding of their environment. They will participate in discussions and group exercises on the role and responsibilities of the modern help desk, and determine the necessary attributes, skills and knowledge required for the staff.



HDA Fast Track reviews the importance and relevance of Customer Relationship Management and identifies the skills required to develop and maintain good working relationships with customers and peers. The environment in which analysts work, the more commonly used support methodologies and tools utilised, and the impact of global support are reviewed, as are ways to ensure that consistently high levels of support are delivered.

Delivery:
  • Classroom
Regions:
  • The West Midlands
  • London
Category:

Further Details

Course objectives:


  • To identify the role and responsibilities of a Help Desk Analyst, and the attributes, skills and knowledge required to fulfil the role effectively with a variety of situations


  • To recognise the importance of satisfying customers' psychological and technical needs and how to understand the customers' needs and motivations


  • To recognise the benefits of working as a team


  • Understand the support tools, technologies and processes available for help desk and support staff


  • Determine the value and benefits of Service Level Agreements


  • Understand the value and benefits of customer satisfaction surveys and statistics to the help desk


  • Recognise the role and value of the help desk within other core IT disciplines

    This Training Course is taught in classrooms in the following locations:
    Stoke on Trent
    Bromley

    Guide Price: £995 members (cost per person)