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.

For corporate groups, we can organize this training as an on-site private group.

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

Leading UK-based global training provider since 1995.

Experience SDI Service Desk Analyst - SDA in Norway through Bilginç IT Academy's live and interactive virtual classroom environment. Join a Public course as an individual delegate or arrange a dedicated Private / In-house online training program exclusively for your organization.

Delivery Method: Online Instructor-Led
Participation Model: Public / Private (In-house)
Live and Interactive Training: Connect with your instructor in real time and actively participate through discussions, Q&A sessions, practical exercises, and group activities.
Flexible Participation: Join the training from your home, office, or any location with a suitable internet connection.
Expert Trainer Network: Learn from experienced trainers with strong industry backgrounds and practical field expertise.
Over 30 Years of Training Expertise: Benefit from Bilginç IT Academy's professional training experience since 1995.
Worldwide Access: Join our live virtual classrooms from Norway or anywhere else in the world, or arrange a dedicated online training program for your organization.

Experience SDI Service Desk Analyst - SDA through face-to-face Classroom Based training in Norway. Training can be delivered as a Public course open to individual delegates or as a dedicated Private / In-house class for your organization.

Delivery Method: Classroom Based
Participation Model: Public / Private (In-house)
Face-to-Face Learning: Interact directly with your instructor and fellow delegates in an engaging classroom environment.
Experienced Trainers: Learn from specialists with extensive industry experience and practical real-world knowledge.
Professional Training Environment: Attend training in comfortable, well-equipped classrooms designed to support effective learning.
Practical Learning: Depending on the course, reinforce your knowledge through hands-on exercises, scenarios, case studies, and instructor-led activities.

Arrange SDI Service Desk Analyst - SDA in Norway as a dedicated Onsite training program for your organization. Bilginç IT Academy trainers can deliver the training at your office or another location of your choice, with the program planned around your team's requirements and business objectives.

Delivery Method: Onsite
Participation Model: Private (In-house)
Training at Your Preferred Location: Organize the training at your company's office or another location selected by your organization.
Tailored Course Content: Adapt the training program to your projects, team structure, existing skill levels, and specific business requirements.
Team-Focused Learning: Develop your team around a shared knowledge base while strengthening internal collaboration and knowledge transfer.
Flexible Scheduling: Plan the training dates, location, and program according to your organization's operational requirements.
Worldwide Onsite Delivery: Arrange the training in Norway or at another preferred location worldwide. Bilginç IT Academy trainers can travel to your selected location to deliver the dedicated training program.

SDI Service Desk Analyst - SDA Training in Norway

Target Audience

Prerequisites

What You Will Learn

Training Outline

Why Choose Us

SDI Service Desk Analyst - SDA Training Course in Norway Schedule

Other trainings and courses related to the SDI Service Desk Analyst - SDA

SDI Service Desk Analyst - SDA Training in Norway

Target Audience

Prerequisites

What You Will Learn

Training Outline

Why Choose Us

Online Instructor-Led Training

Classroom Based Training

Onsite Training

SDI Service Desk Analyst - SDA Training Course in Norway Schedule

Other trainings and courses related to the SDI Service Desk Analyst - SDA