SDI’s One-day Interactive Workshops


SDI Service Desk Institute Service Desk Analyst Training session Kent

One day workshops – Would you like to enhance your knowledge and boost your career but can’t bear the thought of being out of the office for multiple days?

Why not try our interactive one-day workshops!

Located in the heart of London or available in our Virtual classroom environment – meaning you don’t even have to leave your desk!

Bonhill House, London is easy to reach by train, underground and bus – situated just 5 minutes from Moorgate and Old Street tube stations.

Our Virtual classroom gives you a live and fully interactive instructor-led training course from the comfort of your home or office.

Below are the one-day workshops we currently have to offer.

For latest dates and more information please click the links.

Price: £555 (non-members) / £499.50 (members)

Customer Satisfaction Surveys

Learn the essential information and knowledge and therefore being able to create a comprehensive satisfaction survey programme.

Effective Communication Skills

As a result of completing this course you will be able to:

• Demonstrate the communication skills required to fulfil the service role effectively.

• Explain how to better identify customers’ needs and motivations

• Demonstrate the skills for handling difficult situations.

• Recognise the impact of communication on teamwork and building effective relationships.

Maximising Self-Service Adoption

Focusing on maximising the adoption of self-service with an emphasis on the customer experience.

Service Level Management

Discover how to manage the processes and relationships involved in delivering quality services through the creation of agreements and contracts.

Making Sense of Metrics and Reporting

Based on the SDC standards for management information and reporting, with a focus on key service desk metrics and their value.

Proactive Problem Management

Reduce the impact of business-affecting downtime, improve the quality of your services, and be more cost effective as a service provider.


These courses can also be delivered in-house: please call 01689 889 100 for more details


Download 2018/19 Course Calendar

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