SDI - Service Desk Analyst (SDA)
Book Now - 2 Delivery Methods Available:
Classroom Virtual Classroom Private Group - Virtual Self-Paced OnlineOverview
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.
The course is based upon the standards and objectives for SDI’s Service Desk Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDA exam.
Objectives
Delegates will gain:
- A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst
- 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
- The importance of teamwork in the support environment
Training Partners
We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.
Modules
Prerequisites
There are no prerequisites for this course.
Scheduled Dates
Please select from the dates below to make an enquiry or booking.
Pricing
Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.