Working on a service desk isn’t just a technical role – it’s an emotional one. You’re solving urgent problems. Handling tough conversations. Balancing expectations. You’re the calm in the storm, the fixer behind the scenes, the person everyone turns to when things go wrong. And that responsibility? It can be a lot. For many service desk analysts, it can feelContinue reading “From Stressed to Confident: How One Course is Transforming Life on the Service Desk “
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Learn How to Master Customer Interaction with Our Head of Training
At SDI, our commitment to excellence includes recruiting outstanding professionals. This year, we welcomed Kylie Hamilton as our new Head of Training & Development. Since joining, she has quickly become an invaluable team member, bringing fresh perspectives and expertise to our training programs. One of Kylie’s recent achievements includes passing the ITIL 4 Foundation exam with a perfect score ofContinue reading “Learn How to Master Customer Interaction with Our Head of Training”
Service Desk Analyst – Professional Standard
Service Desk Analyst (SDA) Professional Standard Service Desk Institute (SDI), in collaboration with PeopleCert – a global leader in the examination and certification industry – has developed and updated the Service Desk Analyst (SDA) Professional Standard. Aligned with ITIL® 4 and modern IT service practices, this standard establishes the blueprint for high-quality IT support, equipping service desk analysts and teams with theContinue reading “Service Desk Analyst – Professional Standard”
How to Start and Advance Your Career in IT Support
If you want to enter the tech industry, IT support is a great place to start—and a very popular choice. IT professionals are often in high demand due to the role of technology in modern society and the existing gap between the demand for qualified IT workers and the supply. 📊 According to the US Bureau of Labor Statistics, there are approximately 377,500Continue reading “How to Start and Advance Your Career in IT Support”