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.
“I really enjoyed the virtual aspect of the course and the white board and chat sessions were a good feature”
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.
This course contains 11 modules that are core to the role of a service desk analyst:
At the end of this course, service desk analysts will gain:
This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.
The live online training is delivered by a specialist SDI trainer in short 60-90 minute sessions over three full working days. The trainer will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools to make the most of the course.
The course starts at 9am until 4pm GMT with a 1-hour lunch break and two 15 minutes breaks.
Every delegate will need:
Prior to attending the online course, delegates are sent a full training course manual and hand-out pack containing the SDI standards that relate to the course so that delegates have a common minimum level of knowledge. These materials are all used during the course too.
In addition, delegates are given details of the virtual room to test their setup before the training begins.
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