Service Desk Analyst (SDA) course

Service Description

Course Style : Virtual Instructor-Led via ZOOM Duration: 4 weekends The IT service desk is not just about resolving tech issues—it's a strategic function that impacts business operations, user satisfaction, and the overall perception of the IT department. Effective management of the IT service desk is, therefore, critical for the success of both the IT function and the broader organisation. Our weekend SDI® Service Desk Analyst course is a valuable investment for both individuals seeking to advance their careers in IT support and organisations aiming to elevate the performance and professionalism of their service desk teams. What you will learn: • Essential skills and competencies to deliver efficient and effective support in the Service Desk environment. • Practical knowledge of how to use these skills to deal effectively with a variety of situations. • A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations. • Understand the importance of teamwork in the support environment. • A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk Analyst. Course Syllabus Our SDI® - Service Desk Analyst (SDA) training will cover: Introduction Professionalism & Roles: • Roles & Responsibilities • Relationship Management Analyst Skills: • Effective Communication Skills & Competencies • Problem Solving • Effective Rapport & Conflict Management Skills Practices, Processes & Procedures: • Effective Process Management • IT Service Management 1 • IT Service Management 2 • Quality Assurance For The Service Desk Technologies & Enabling: • Service Desk Technologies Mock Exam Quiz Who Should Attend Designed for front-line IT service and support analysts with prior experience in a first line or second line Service Desk environment, our SDI® - Service Desk Analyst (SDA) online training package is ideal for those seeking career advancement and a recognised qualification in their profession. Entry-Level Requirements The prerequisites for passing the SDI® - Service Desk Analyst (SDA) examination include a working knowledge and understanding of the demands placed on a Service Desk, the standard process requirements for many support operations and the technology available to Service Desk Staff. Examination (Proctored): Duration: 60 Minutes Style: Multiple-Choice Questions: 60 Format: Closed Book Pass Mark: 39/60 (65%)

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