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Learn How To Build Your Capacity For Delivering Service Excellence With SDI™

SDI™ - Service Desk Analyst (SDA)

Our three-day SDI™ - Service Desk Analyst (SDA) training course will look at the support methodologies and the tools utilised within the Service Desk.

It will review issues such as Service Level Agreements, the benefits and importance of metrics, the implementation of Service Management processes and effective problem solving techniques that any Service Desk Analysts can use in day to day activities.

Aligned with ITIL® 4, it compliments most service management frameworks and support models while focussing on building relationships to ensure customer needs are met within agreed service levels.

SDI™ - Service Desk Manager (SDM)

Our four-day SDI™ - Service Desk Manager (SDM) training course provides an end-to-end competency model for the delivery and operation of tech-enabled IT services and enhance the Service Desk Manager (SDM) role, enabling IT support to play a crucial role in the wider business IT strategy.

Our SDI™ - Service Desk Manager (SDM) certification recognises your knowledge of the competencies, requirements and skills required to manage a Service Desk.


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A Training Course?

We can create a personalised training path for you based on your job role.


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SDI™ Certifications

Our Service Desk Institute (SDI) training courses will teach you how to become an effective service desk analyst or manager.

SDI™ - Service Desk Analyst (SDA)

In this training course, you will learn the roles and responsibilities of a service desk analyst, effective communication, process management, how Service Level Agreements (SLA's) benefit the organisation, and many more skills.

SDI™ - Service Desk Manager (SDM)

In this training course, you will learn how to function effectively as a service desk & support manager. Effective communication and teamwork are essential as a service desk manager, whether it is gathering information or negotiating from home or in the workplace. Management and leadership skills are essential for motivating your team as well as planning and coordinating.