The Service Desk Analyst training comprises ten primary sections, covering the following topics:
- Roles and responsibilities
- Relationship Management
- Effective Communication Skills
- Effective Rapport
- Quality Assurance Activities
- Effective Process Management
- IT Service Management
- Problem Solving
- Service Desk Technologies
- Tools and techniques
Typically, each day of the course will cover 3to 4 sections, using lecture, group activities and practice questions.