IT ServiceDesk is a department as the only single point of contact with the users and the IT section. Evaluation, measurement of success of the supporting activities of the IT department include: service quality, satisfaction and the IT service users. Therefore, to serve customers the best: To understand needs of customers, facilitating the satisfaction level about the IT service quality, service attitude, service renovation…. Service Desk Analyst training course is designed to help participants to have professional knowledge and working skills for IT Service Desk staff. Our training course encourages the participation in the group discussions of the learners to make sure that they understand fully and clearly the role and responsibilities of the Service Desk. Learners will study more about the significance of the customer relation management, the related experience, necessary skills that each expert should have to main and develop the good relationship with customers and the internal departments of the company.

1. INFOCHIEF ACADEMYIT SERVICE DESK | Training Program
IT SERVICE DESK
ANALYST
INFOCHIEF ACADEMY

2. IT SERVICE DESK | Training INFOCHIEF ACADEMY
Objectives
- The necessary skills to
support customers and the
internal departments of the
company efficiently as per the
“best practice” of SDI
ii. To fully understand about the
core process in IT service
management and the role of
Service Desk
iii. To develop techniques to
handle the arising issues for
customers and internal
departments in the most
optimal manner
iv. To understand the technical
parameters in Service Desk,
service agreements, customer
feedback survey, the latest
analytical technology and tools.
Participants
• Helpdesk/Service Desk
• IT department
• Technical support
department
• Customer support section
• Call center
• Customer Service
Overview
IT ServiceDesk is a department
as the only single point of
contact with the users and the
IT section. Evaluation,
measurement of success of the
supporting activities of the IT
department include: service quality, satisfaction and the IT
service users. Therefore, to serve customers the best: To
understand needs of customers, facilitating the satisfaction
level about the IT service quality, service attitude, service
renovation…. Service Desk Analyst training course is
designed to help participants to have professi onal
knowledge and working skills for IT Service Desk staff.
Our training course encourages the participation in the
group discussions of the learners to make sure that they
understand fully and clearly the role and responsibilities of
the Service Desk. L earners will study more about the
significance of the customer relation management, the
related experience, necessary skills that each expert should
have to main and develop the good relationship with
customers and the internal departments of the company.
IT SERVICE DESK ANALYST

3. INFOCHIEF ACADEMY
What learners gain and can do after the training course ?
1. To clearly understand responsibilities of IT service support staff, thoroughly grasp
activities of Service Desk
2. To understand fully IT service provision process in organization, methods and support
skills for IT service levels
3. To know how to use critical and appropriate service desk tools for customer support
service
4. To clearly understand about IT service desk processes and procedures
5. To know how to construct and implement IT service Desk activities measuring tools in
such an efficient manner to improve the service quality
6. Being able to design teams and organizations of the service desk apparatus to support
and know skills to work with the support team efficiently
7. To develop IT service desk professionally.
Materials
- The standard materials of the Infochief institute (Vietnamese)
- Reference document (English)
Training methods
The experts will apply the following training methods to convey the contents:
- Open discussion
- Case study
- Self-assessment
- Mini-lecture
Difference of the training methods at Infochief
- Coaching based on the actual management models
- Practice training in line with the requirements of each position
- 70% is to practice the actual skills required by the daily work at the workplace
- To assure that after the training course, learners are confident at their work
- Senior staff are given priority for being introduced to our partners

4. INFOCHIEF ACADEMYIT SERVICE DESK | Training
Program Contents
Module 1: ServiceDesk Overview
- Technical support development
- Service desk development in the technical
department
- Elements help the service desk to be
successful
- Why customer service is the ultimate goal of
service desk
Module 2: ServiceDesk Activities
- Difference of customer service and
organization support
- Responsibilities of service desk
- Role of service desk from the internal
perspectives
- Role of service desk from the external
perspectives
- Focusing and dispersing challenges of service
desk
- Challenges in management of service desk
and cost center and benefit center
- Role of outsourcing in support
Module 3: Role and Responsibilities of
ServiceDesk
- Service Desk classification
- Requirements for skills for successful support
- Service Desk management opportunities
- Support role in Service Desk
- Typical features of a successful team
Module 4: ServiceDesk Process &
Procedure
- Process analysis and assessment
- Method to apply standard models and process
- The best quality management models
- The best service quality management models
- The general operating process of Service Desk
- The Service Desk related processes and
procedures
Module 5: ServiceDesk Tools and
Technologies
- Technologies for construction of
ServiceDesk
- Tools for ServiceDesk managers
- Relations between processes and
technologies
- ServiceDesk technology selecting steps
Module 6: KPI for Measures of
ServiceDesk Efficiency
- Classification of data managed by
Service Desk
- KPI for measurement of productivity of
groups
- KPI for measurement of personal
productivity
- Ways that individuals make
contribution to the group targets
Module 7: ServiceDesk Organization
Development
- Concerned elements of the position and
organizational structure of Service Desk
- Cost for developing of Service Desk
organization
- Recruiting and training Service Desk staff
- Service Desk to improve the working space
- Working habits for success
Module 8: Processional ServiceDesk
Career Development
- Service Desk trend and job orientation
- Methods applied to maintain the
technical skills and management skills
- Methods to develop the professional
service desk occupation

5. INFOCHIEF ACADEMY
Add: 30 Dang Van Ngu Street, Ward 10, Phu Nhuan Disc, HCM City
Tel: (08) 22 467 086 /(08) 22 194 047
Web: www.infochief.com.vn | Email: info@infochief.com.vn