Master the art of exceptional IT support with the SDI® Service Desk Analyst course. Learn industry-standard skills, processes, and technologies to provide exceptional service and achieve professional growth.
students trained since 2001
professionals certified
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Category
IT Service Management
Certificate
SDI® Service Desk Analyst
Duration
3-days
In the rapidly evolving IT support landscape, the SDI® Service Desk Analyst course stands as a pillar of excellence, designed to elevate service desk and support analysts to new heights of professional efficacy and customer service excellence.
Following the completion of the course, you will leave the course with:
This course is ideal for:
Earning the SDI® Service Desk Analyst qualification signals your dedication to excellence in IT support and customer service. Whether you’re aiming to advance in your current role or seeking new opportunities, this course provides the foundation for success in the dynamic field of IT service management.
Enroll in the SDI® Service Desk Analyst course today and take a significant step towards mastering the art of IT support and service desk excellence.
Course Delivery
Classroom or Virtual Classroom
What’s included
Prerequisites
No prerequisite.
About the Examination
Exam Body
PeopleCert
Did you know? All our trainings are eligible for HRDC claiming.
Learn everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver service excellence.
Discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service, and dealing effectively with difficult situations.
Develop the core competencies for the effective communication required on the service desk including telephone, listening, and writing skills.
Learn how to deal successfully with a variety of people, behaviours, and situations, including difficult ones.
Review the importance of having quality processes, conducting customer satisfaction surveys, and the value and benefits of metrics.
Establish the need for processes and procedures and how to create high-quality documentation.
Learn about the incident management process including the importance of accurate call logging, best practice procedures for escalations, problem, change, and IT service continuity management, effective knowledge management, service level management, and IT security management.
Examine the process and practice the techniques of creative problem solving.
Identify common technologies and examine the methods of support used by the service desk such as remote support, desk-side support, online chat, self-service, and self-help.
Gain insight into common service desk technologies and take a look at the basics of ACD and IP technology, and social media.
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| Training | Price | Pax | Enroll |
|---|---|---|---|
SDI® Service Desk Analyst 4-6 Feb 2026, Virtual/Classroom, Kuala Lumpur, Malaysia. |
RM4,968.00 | ||
SDI® Service Desk Analyst 8-10 Apr 2026, Virtual/Classroom, Kuala Lumpur, Malaysia. |
RM4,968.00 | ||
SDI® Service Desk Analyst 3-5 Jun 2026, Virtual/Classroom, Kuala Lumpur, Malaysia. |
RM4,968.00 | ||
SDI® Service Desk Analyst 5-7 Aug 2026, Virtual/Classroom, Kuala Lumpur, Malaysia. |
RM4,968.00 | ||
SDI® Service Desk Analyst 21-23 Oct 2026, Virtual/Classroom, Kuala Lumpur, Malaysia. |
RM4,968.00 | ||
SDI® Service Desk Analyst 2-4 Dec 2026, Virtual/Classroom, Kuala Lumpur, Malaysia. |
RM4,968.00 |
* Taxes included in all prices.
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