SDI® Service Desk Analyst
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.
> 65,000
students trained since 2001
> 60,000
professionals certified
Experienced consultants
are the trainers
Category
IT Service Management
Certificate
SDI® Service Desk Analyst
Duration
3-days
Transform Your IT Support Role with SDI® Service Desk Analyst Course
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.
What Sets This Course Apart?
- Comprehensive Skill Development: Learn the essentials of professionalism, analyst skills, processes, and the technologies that form the backbone of top-tier IT support.
- Best Practices Aligned: This course is meticulously crafted to align with industry-recognized standards and best practices, ensuring you’re equipped to meet and exceed modern support challenges.
- Diverse Skill Set: Addressing today’s demand for versatile IT support, this training covers everything from effective communication across various channels to practical problem-solving and understanding IT service management processes.
What you will learn
Following the completion of the course, you will leave the course with:
- A robust foundation in the skills and knowledge essential for a successful service desk and support analyst.
- Proficiency in delivering efficient and effective support, following SDI’s industry best practices.
- Skills to identify customer needs accurately and manage a variety of support situations adeptly.
- Enhanced teamwork capabilities and an understanding of the service desk’s role in IT service management.
- Insights into service desk metrics, SLAs, customer satisfaction, and the latest tools and technologies.
- Preparation for the PeopleCert SDA examination.
Who Should Attend
This course is ideal for:
- IT service and support analysts seeking to elevate their career with a recognized qualification.
- Professionals in first-line or second-line support roles looking to enhance their practical skills and knowledge.
- Analysts aiming to deliver exceptional customer service and support within their organizations.
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
- Service Desk Analyst workbook
- Exam voucher
- Free refresher course**
Prerequisites
No prerequisite.
About the Examination
- The exam is closed book with 60 multiple-choice questions.
- At least 65% correct answers (39 of 60) are required to pass the examination
- The exam lasts 60 minutes.
- The exam can be taken online.
Exam Body
PeopleCert
** Terms & conditions applied.
HRDC Claimable Training: Invest in Your Future!
Did you know? All our trainings are eligible for HRDC claiming.
What our clients say
Concepts Covered
Roles and Responsibilities
Learn everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver service excellence.
Relationship Management
Discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service, and dealing effectively with difficult situations.
Effective Communications Skills
Develop the core competencies for the effective communication required on the service desk including telephone, listening, and writing skills.
Effective Rapport
Learn how to deal successfully with a variety of people, behaviours, and situations, including difficult ones.
Quality Assurance Activities
Review the importance of having quality processes, conducting customer satisfaction surveys, and the value and benefits of metrics.
Effective Process Management
Establish the need for processes and procedures and how to create high-quality documentation.
IT Service Management
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.
Problem Solving
Examine the process and practice the techniques of creative problem solving.
Service Desk Technologies
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.
Tools and Techniques
Gain insight into common service desk technologies and take a look at the basics of ACD and IP technology, and social media.
Training Schedules
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