SDI’s training qualification courses, workshops and learning events can help you improve your team’s service levels by ensuring that your IT service knowledge is right up-to-date. Whatever stage you are at in your career you can never afford to stop learning!

 

Training courses include; Service Desk Manager, Senior Analyst to Team Leader and
Service Desk Analyst. We also offer one day workshops and bespoke in-house training. All of our courses aim to provide you and your team with practical, meaningful, relevant and effective information. Gain skills to help improve the service you give throughout your career.

Below are our upcoming courses available to you at our venues in Glasgow, Manchester, Leeds, Birmingham, Bristol and London.

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

Order By
Service Desk Manager

19 - 22 November 2018

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

London

Price:

Non-member: £1,814.00
Member price: £1,632.60 (login)

Duration:

4 Days

Service Desk Manager

26 - 29 November 2018

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

Manchester

Price:

Non-member: £1,814.00
Member price: £1,632.60 (login)

Duration:

4 Days

Service Desk Analyst

04 - 06 December 2018

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,157.00
Member price: £1,041.30 (login)

Duration:

3 Days

Making Sense of Metrics and Reporting

07 December 2018

In the world of IT support, the number of metrics you can pay attention to are roughly 10 billion, give or take a few. Focusing on everything from team performance, issue resolution, average handle time, and more, it can be difficult to know what you should be tracking and...

Location:

London

Price:

Non-member: £520.00
Member price: £468.00 (login)

Duration:

1 Day

Online course Find out more
Service Desk Analyst – Split sessions

10 - 12 January 2019

Special Dubai Conference Discount If you joined us at our conference in Dubai then we would like to offer you places on this course at a discounted rate. Please enter your coupon code* when checking out to redeem this discount. *If you attended our conference but have not yet...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Service Desk Analyst

15 - 17 January 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Online course Find out more
Senior Analyst to Team Leader

23 - 24 January 2019

For experienced service desk analysts, this course is for those who have already achieved the Service Desk Analyst qualification, who are looking to develop their knowledge of industry best practice and progress their career within the service desk. Senior Analyst to Team Leader course overview The SDI Senior Analyst to...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £796.00
Member price: £716.40 (login)

Duration:

2 Days

Online course Find out more
Customer Satisfaction Surveys

25 January 2019

“Probably the best course I’ve been on in a long time. I know exactly what we need to do as an organisation to make the best of customer satisfaction surveys” Who is it for? This one-day workshop is for everyone involved in the production and delivery of customer satisfaction...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Service Desk Manager

28 - 31 January 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

Birmingham

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Proactive Problem Management

29 January 2019

Reduce the impact of business-affecting downtime, improve the quality of your services, and be more cost effective as a service provider.  Proactive problem management identifies, resolves, and prevents problems before they cause service impacting incidents. This approach differs from reactive problem management by recognising patterns of events that suggest an underlying problem, identifying...

Location:

London

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Online course Find out more
Service Desk Manager – Split sessions

04 - 07 February 2019

Special Dubai Conference Discount If you joined us at our conference in Dubai then we would like to offer you places on this course at a discounted rate. Please enter your coupon code* when checking out to redeem this discount. *If you attended our conference but have not yet...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Service Desk Analyst

05 - 07 February 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: 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...

Location:

Manchester

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Service Desk Manager

18 - 21 February 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

London

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Effective Communication Skills

21 February 2019

Course Overview This one day interactive workshop covers many aspects of Effective Communication Skills including; Customer Service and Communications During this lesson students will: Study the impact of communications on the customer experience Review the importance of having a good service attitude and the characteristics and skill required to...

Location:

London

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Maximising Self-Service Adoption

22 February 2019

According to our Report ‘A View from the Front Line’, in 2017 a massive 73% of service desks expect to see a greater focus on the adoption of self-service within the service desk in the next 12 months, whilst 61% struggle with end-user adoption. With that in mind, Service...

Location:

London

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Online course Find out more
Service Level Management

01 March 2019

Discover how to manage the processes and relationships involved in delivering high-quality services through the creation of professional agreements and contracts with this in-depth one-day workshop. What is it about Developing, writing and implementing the processes and documentation that define the expectations of customers, service providers and suppliers in...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Service Desk Manager

04 - 07 March 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

Manchester

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Service Desk Analyst

12 - 14 March 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

Birmingham

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Senior Analyst to Team Leader

19 - 20 March 2019

For experienced service desk analysts, this course is for those who have already achieved the Service Desk Analyst qualification, who are looking to develop their knowledge of industry best practice and progress their career within the service desk. Senior Analyst to Team Leader course overview The SDI Senior Analyst to...

Location:

London

Price:

Non-member: £796.00
Member price: £716.40 (login)

Duration:

2 Days

Service Desk Manager

01 - 04 April 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

London

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Service Desk Analyst

09 - 11 April 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Online course Find out more
Service Desk Analyst

24 - 26 April 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Making Sense of Metrics and Reporting

29 April 2019

In the world of IT support, the number of metrics you can pay attention to are roughly 10 billion, give or take a few. Focusing on everything from team performance, issue resolution, average handle time, and more, it can be difficult to know what you should be tracking and...

Location:

London

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Online course Find out more
Senior Analyst to Team Leader

02 - 03 May 2019

For experienced service desk analysts, this course is for those who have already achieved the Service Desk Analyst qualification, who are looking to develop their knowledge of industry best practice and progress their career within the service desk. Senior Analyst to Team Leader course overview The SDI Senior Analyst to...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £796.00
Member price: £716.40 (login)

Duration:

2 Days

Service Desk Analyst

14 - 16 May 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Service Desk Manager

20 - 23 May 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

Leeds

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Service Desk Analyst

28 - 30 May 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

Glasgow

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Service Desk Manager

03 - 06 June 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

Birmingham

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Service Desk Analyst

04 - 06 June 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

Leeds

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Maximising Self-Service Adoption

14 June 2019

According to our Report ‘A View from the Front Line’, in 2017 a massive 73% of service desks expect to see a greater focus on the adoption of self-service within the service desk in the next 12 months, whilst 61% struggle with end-user adoption. With that in mind, Service...

Location:

Birmingham

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Service Desk Analyst

25 - 27 June 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

SDI's Live Virtual Training

SDI’s live online training is a fully interactive, instructor led training experience, hosted through SDI’s new online Adobe ConnectPro 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. You will be provided with a voucher for the qualification exam which you can take at a time and online through APMG. APMG International contact candidates directly via email with details about how to book an exam.

SDI's Live Virtual Training

SDI’s live online training is a fully interactive, instructor led training experience, hosted through SDI’s new online Adobe ConnectPro 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. You will be provided with a voucher for the qualification exam which you can take at a time and online through APMG. APMG International contact candidates directly via email with details about how to book an exam.

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