Service Desk Analyst

21-23 January 2020
  • Bonhill House, London
  • 3 Days
  •  Members Price: £1150
  •  Non-Members Price: £1300

Become a qualified Service Desk analyst and boost your levels of customer service and support.

The importance of delivering high-quality customer service in today’s support environment means that the responsibilities of IT support analysts are many. As a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.

Ensuring your first-line service desk team deliver excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS, chat or social media – to agreed IT service levels is vital.

This training course enables service desk and support analysts to gain a professional qualification, issued by PeopleCert, and equips them with the skills essential to delivering excellent levels of customer service and support.

Covering three days of classroom-based learning, plus the qualification exam on the last day of the course, analysts will fully explore the modules covered in the SDI Professional Standard for Service Desk Analysts and leave with a thorough understanding of best practice.

Who is the course for?

The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment. This course is perfect for analysts looking to grow in their role and gain a recognised qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

Course Overview

This course contains 11 modules that are core to the role of a service desk analyst:


  • Roles and responsibilities– learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support
  • Relationship management– discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork
  • Effective communication skills and competencies– identify and develop the core competencies of communication required on the service desk
  • Effective rapport and conflict management skills– learn how to deal successfully with a variety of people and situations, including the difficult ones
  • Quality assurance activities– review the importance of quality processes, customer satisfaction surveys and the benefits of metrics
  • Effective processes management– establish the need for processes and procedures for call handling and how to create high-quality documentation
  • IT Service Management– learn about the role of the service desk in the incident management process such as best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge and service level management, IT security
  • Problem-solving– examine the process and practice the techniques
  • Service Desk Technologies – Identify common technologies and examine themethods of support used by the service desk such as remote support, desk-side support, online chat, selfservice and self-help
  • Tools and technologies– gain an insight into the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology
Learning Outcomes

At the end of this course, service desk analysts will gain:

  • A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst
  • The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards
  • A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations
  • The ability to recognise the importance of teamwork in the support environment
  • Knowledge of core IT service management processes and the role of the service desk within these
  • Practical problem-solving techniques to help resolve customers’ issues first time
  • An understanding of service desk metrics, service level agreements, customer satisfaction surveys and the latest service desk tools and technologies
  • An awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity
  • Practical preparation for taking the SDA examination with PeopleCert
  • A new network of colleagues in similar roles from other organisations
Course Details

9:00am – 16:30pm

2 refreshment breaks and a 1-hour break for lunch

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