Service Desk Analyst

The SDI Service Desk Analyst Course provides the essential skills and knowledge required for delivering customer service and support excellence. Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the modules covered in SDI’s professional standard for Service Desk Analysts.

Watch this video on the SDA course to learn more about the content, delivery and value of this popular qualification:

Service Desk Analyst (SDA) course update:

Service Desk Institute (SDI) is the worldwide organisation for setting best practice service desk standards in the IT service and support industry. SDI and PeopleCert; global leaders in the examination and certification industry, have recently updated the Service Desk Analyst (SDA) and Service Desk Manager (SDM) professional standards.
The refreshed SDA course syllabus and qualification will be available for candidates from September 2020.
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
    • Problem-solving – examine the process and practice the techniques
    • Effective rapport and conflict management skills – learn how to deal successfully with a variety of people and situations, including the difficult ones
    • 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
    • Quality assurance activities – review the importance of quality processes, customer satisfaction surveys and the benefits of metrics
    • Tools and technologies – gain an insight into the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology.
This course contains everything that is typically core to the role of a Service Desk Analyst:
  • Roles and responsibilities: learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence
  • Relationship management: discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective
  • Effective communication skills and competencies: explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate
  • Problem-solving: a close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster
  • Effective rapport and conflict management skills: learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation
  • Resilience: understand and develop emotional resilience to help detect and manage both positive and negative signs of stress
  • Managing practices, processes, and procedures: establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation
  • IT Service Management: learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management
  • Quality assurance program: review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics
  • Managing customer feedback: understand the purpose, objectives, and components of successful feedback management
  • Support methods: gain an insight into the different methods of delivering support, including the benefits of remote support and self-service
  • AI & automation: identify common examples, benefits and challenges of AI and automaton within service management
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.
At the end of this course you will have:
• Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
• Practical knowledge of how to use these skills to deal effectively with a variety of situations
• A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
• Understand the importance of teamwork in the support environment
• A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst
The Service Desk Analyst Course can also be tailored for in-house delivery for focused groups/ individuals or project teams at your premises or even delivered virtually.
Find out more by visiting our bespoke and in-house training page here>>

Online:

Visit the Find A Course page and use the filters to select Service Desk Analyst. Select your date and location, then click ‘Book Now’ to add to your cart. SDI member discounts will be applied automatically.

Phone:

Contact a member of our training team on +44 (0)1689 889100, we’re always happy to help!

Email:

Contact us at hello@sdi-e.com

Our Trainers


SDI courses are delivered by experienced trainers who combine service desk knowledge and real-world experience with the latest learning techniques. That’s why we are the choice of so many of the UK and Europe’s most successful service desks.

“I thoroughly enjoyed the experience and found the course very informative. As well as learning the standards, it gave me more confidence in my role. It was great to meet other people from different areas and discuss different ideas and opinions. I feel that I am more in tune with what my analysts do and how they do it, helping us work together.“

– Cindy Sikkema-Bridger, Customer Service Co-ordinator, Brett Group
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