Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them.

The course also looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise. It is based upon the standards and objectives for SDI™'s Service Desk Analyst qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDA exam.

Target Audience

1st line IT support, Helpdesk/Service Desk and support analysts with at least 9 months experience in an IT service and support environment.

We can organize this training at your preferred date and location. Contact Us!

Prerequisites

There are no formal prerequisites for this course.

What You Will Learn

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

Training Outline

Roles and Responsibilities

To identify and understand the role and responsibilities of the professional Service Desk Analyst
To identify and understand the role and responsibilities of the Service Desk
To determine the attributes, skills and knowledge of a successful Service Desk Analyst
To develop an understanding of Relationship Management from the Service Desk perspective
To identify and agree the key requirements for delivering customer satisfaction

Effective Communication

To identify and understand the principles of effective communication in customer support
To understand the differences between face to face, telephone and written communication
To identify ways to enable us to communicate more effectively
To understand how our attitude and approach can influence and affect others

Customer Service Skills and Competencies

To understand how to ask questions skilfully
To determine the importance of good listening skills
To understand the importance of customer service skills in the IT environment

Determine the importance of effective cross-cultural communication

To understand that assertiveness and confidence are necessary qualities for the SDA
To determine methods of dealing with conflict
To determine the causes, symptoms and ways to manage stress

The Service Desk Environment

Examine issues, both internal and external, that can affect our motivation
Understand the importance and relevance of ethics within the workplace
Determine the importance and benefits of effective teamwork

Process Management

To understand the ITSM processes most closely linked to the Service Desk
To identify the responsibilities the Service Desk has within those processes
To understand the importance of effective incident, problem, change, escalation and asset management processes

Managing, Meeting and Maintaining Service Levels

Determine the value and benefits of Service Level Agreements
Determine the need for and benefits of metrics and objectives within the support environment
Understand the importance of effective Customer Satisfaction surveys

Problem Solving

To determine the steps taken during the problem solving process
To understand the benefits of using a creative problem solving approach
To identify techniques for creative problem solving
To practice some problem solving techniques

Tools and Technologies used in Customer Support

Develop a clear understanding of the support tools and technologies available to Service Desk Analysts
To understand and use the terminology of the support industry
Determine the benefits of the tools and technologies we use
To determine methods for implementing Self-Help and Self Service for end-users

Certification

Holders become qualified 'SDI™ - Service Desk Analyst'

Examinations

At the end of the course, delegates receive an exam voucher (by email) for them to book their exam via PeopleCert. The pass mark is 65%.

Why Choose Us

Experience live, interactive learning from the comfort of your home or office with Bilginç IT Academy's Online Instructor-Led SDI Service Desk Analyst - SDA Training. Engage directly with expert trainers in a virtual environment that mirrors the energy and schedule of a physical classroom.

Live Sessions: Join scheduled classes with a live instructor and other delegates in real-time.
Interactive Experience: Engage in group activities, hands-on labs, and direct Q&A sessions with your trainer and peers.
Global Expert Trainers: Learn from a handpicked global pool of expert trainers with deep industry experience.
Proven Expertise: Benefit from over 30 years of quality training experience, equipping you with lasting skills for success.
Scalable Delivery: Accessible worldwide with flexible scheduling to meet your professional needs through our globally available virtual classrooms.

Immerse yourself in our most sought-after learning style for SDI Service Desk Analyst - SDA Training. Our hand-picked classroom venues offer an invaluable human touch, providing a focused and interactive environment for professional growth.

Highly Experienced Trainers: Boost your skills with trainers boasting 10-20+ years of real-world experience.
State-of-the-Art Venues: Learn in high-standard facilities designed to ensure a comfortable and distraction-free experience.
Small Class Sizes: Our limited class sizes foster meaningful discussions and a personalized learning journey.
Best Value: Achieve your certification with high-quality training and competitive pricing.

Streamline your organization's training requirements with Bilginç IT Academy’s Onsite SDI Service Desk Analyst - SDA Training. Experience expert-led learning at your own business premises, tailored to your corporate goals.

Tailored Learning Experience: Customize the training content to fit your unique business projects or specific technical needs.
Maximize Training Budget: Eliminate travel and accommodation costs, focusing your entire budget on the training itself.
Team Building Opportunity: Enhance team bonding and collaboration through shared learning experiences in your workspace.
Progress Monitoring: Track and evaluate your employees' progression and performance with relative ease and direct oversight.

Why have you chosen us?

I have attended a training from Bilginc IT Academy before and I was satisfied.

I have attended a training from a different provider and it was not helpful.

Other

How many employees do you have in your IT department?

0 – 50

50 – 250

250 – 1000

1000+

SDI Service Desk Analyst - SDA Training

Target Audience

Prerequisites

What You Will Learn

Training Outline

Why Choose Us