Service Desk Analyst
Virtual - Login from anywhere
18th - 20th February 2025 (3 Days)
9:00 AM - 4:30 PM GMT
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Overview
Become a qualified Service Desk Analyst and boost your levels of customer service support.
In today’s fast-paced support environment, delivering high-quality customer service is paramount, making the Analyst’s role more critical than ever. These professionals must possess a diverse skill set to navigate the evolving and increasingly complex demands placed on them. Our SDA training course is designed to equip you with the essential skills and advanced knowledge required to excel in this challenging landscape, ensuring you can effectively meet and exceed the expectations of both your organisation and customers.
Ensure your first-line Service Desk team deliver excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, with collaboration tools such as MS Teams, chat or social media. This training course enables Service Desk and Support Analysts to gain a professional, internationally recognised qualification, issued by PeopleCert, and equips them with the skills and confidence essential to delivering excellent levels of service and support.
Covering three days of classroom-based learning, Analysts will fully explore the modules covered in SDI’s Professional Standard for Service Desk Analysts, and leave with a thorough understanding of best practice.
Pricing includes the exam fee – candidates can sit the exam remotely up to 12 months after the date of the course.
Prefer to run this course in-house? This training course can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually. Find out more by visiting our bespoke and in-house training page.
“I remember and take advantage of SDI’s SDA training every day!” – Andy Cronin, New Bridge Group.
Thousands of Members Worldwide
Expert ITSM Knowledge
Over 35 years in ITSM Industry
Trusted Global Partner Network
Course Content
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 automation within service management
Who Should Attend
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.
Learning Outcomes
At the end of this course, Service Desk Analysts will gain:
- A thorough grounding in the skills, competencies and knowledge required of a professional and effective Service Desk and support analyst
- The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards
- A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations
- The ability to recognise the importance of teamwork in the support environment
- Knowledge of core IT service management processes and the role of the Service Desk within these processes
- Practical problem-solving techniques to help resolve customers’ issues first time
- An understanding of Service Desk metrics, service level agreements, customer satisfaction surveys and the latest Service Desk tools and technologies
- An awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity
- Practical preparation for taking the SDA examination with PeopleCert
- A new network of colleagues in similar roles from other organisations
All SDI courses are delivered by qualified, professional trainers who combine decades of industry experience, valuable ITSM & service desk knowledge, with real-world exposure to the latest learning techniques and trends. That’s why we are the choice for so many of the UK and Europe’s most successful Service Desks.
Course Requirements
This is not a pre-recorded webinar and you will need:
- A computer with a webcam (We ask that webcams are turned on throughout the duration of the course.)
- Microphone/headset
- High-speed internet connection
- Ensure you connect 15 minutes before the session starts and log-in as a guest.
To help with the set-up, please download the Adobe Quick Start Guide.
Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.
Course Preparation
Prior to attending the online course, delegates will receive a full training course manual and hand-out pack containing the latest SDA Professional Standards.
In addition, delegates are given details of the virtual room to test their setup before the training begins.
Virtual - Login from anywhere
18th - 20th February 2025 (3 Days)
9:00 AM - 4:30 PM GMT
£1,396 each (exc. VAT)
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Added To Your Basket
Kylie Hamilton, Head of Training & Development, SDI
- Virtual - Login from anywhere
-
18th - 20th February 2025 (3 Days)
9:00 AM - 4:30 PM GMT
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£1,396 (exc. VAT)
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Service Desk Analyst
- Virtual - Login from anywhere
-
18th - 20th February 2025 (3 Days)
9:00 AM - 4:30 PM GMT
-
£1,396 (exc. VAT)