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 newly refreshed SDA course syllabus and qualification has been available to candidates from September 2020.
View SDA Leaflet

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 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

This course equips you with the skills and knowledge essential for delivering excellent levels of customer service and support. Covering three days of learning, plus an exam at the end of the course, analysts will fully explore the modules covered in SDI’s
professional standard for Service Desk Analysts.
Who is it for?
This course contains everything that is typically core to the role of a Service Desk Analyst:
Course Modules
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.

Service Desk Analyst v8 (SDA) Training is delivered in association with 1 World IT Solutions, ATO of PeopleCert Axelos Limited.
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