The essential skills and knowledge for delivering customer service and support excellence

This training qualification course equips the support analyst with the skills and knowledge essential to delivering excellent levels of customer service and support.

Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the ten modules covered in SDI’s professional standard for Service Desk Analysts.

Upcoming Service Desk Analyst Courses

29 – 31 May 2018 – Leeds


23 – 25 May 2018 – Mexico       *      5 – 7 June 2018 – Bristol       *    12 – 14 June 2018 – London      *    7 – 9 August 2018 – London

11 – 13 September – London             *       18 – 20 September 2018 – Birmingham     *      2 – 4 October 2018 – London

8 – 10 October 2018 – Manchester   *       6 – 8 November 2018 – London                   *       13 – 15 November 2018 – Leeds

Training PicturesSDA 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 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 team work, 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 in to the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology

To find out more about SDI’s Service Desk Analyst course download the SDA brochure.

 2018 Course Calendar   |   Download Brochure for course outline  |  APMG Exam

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