SDI® - Service Desk Analyst (SDA)

Our SDI® - Service Desk Analyst (SDA) training course will teach you:

• 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.

Our SDI® - Service Desk Analyst (SDA) training course contains the following modules that are core to the role of a Service Desk Analyst:

1. Professionalism

• The Service Desk
• The Service Desk Analyst
• Best Practice
• Policies & Governance
• Personal Accountability
• Service Attitude
• Teamwork
• Business Relationships
• Cultural Awareness

2. Analyst Skills

• Communication
• Verbal & Non-verbal Communication Skills
• Listening skills
• Written Communication Skills
• Questioning Skills
• Problem Solving
• Rapport Techniques
• Conflict & Negotiation Skills
• Interaction Management Skills
• Resilience
• Time Management
• Positive Approach & Attitude
• Professional Development

3. Practices, Processes & Procedures

• Practices, Processes & Procedures
• Incident Management
• Service Request Management
• Incidents & Requests
• Escalation
• Status Updates
• Problem Management
• Change Enablement
• Service Level Management
• Service Catalog Management
• Service Delivery Model
• Knowledge Management
• Information Security Management
• Service Continuity Management
• Quality Assurance Program
• Managing Customer Feedback
• Service Desk Metrics & Statistics

4. Resources

• Support Methods
• Self-Service
• Automation
• Artificial Intelligence - AI
• Social Media

Our SDI® - Service Desk Analyst (SDA) training course is for front-line IT service and support analysts with some experience in a first line or second line Service Desk environment.

Our SDI® - Service Desk Analyst (SDA) training course is suitable for Analysts looking to grow in their role and gain a recognised qualification in their profession.

Our SDI® - Service Desk Analyst (SDA) training course includes the following:

• Full SDI® - Service Desk Analyst (SDA) Materials
• SDI® - Service Desk Analyst (SDA) Examination

The prerequisites for passing the SDI® - Service Desk Analyst (SDA) include a working knowledge and understanding of the demands placed on a Service Desk, the standard process requirements for many support operations and the technology available to Service Desk Staff.

You should not attempt to take the exam unless you:

• Have a working knowledge of the IT service and support industry.
• Have a working knowledge of the Service Desk Analyst (SDA) professional standard.
• Have a desire to work within an IT service and support role.
• Have attended the SDI® - Service Desk Analyst (SDA) training course delivered by a PeopleCert Accredited Training Organisation.

There is no recommended reading for our SDI® - Service Desk Analyst (SDA) training course.

SDI® - Service Desk Analyst (SDA) Examination

• Duration: 60 Minutes
• Style: Multiple-Choice
• Questions: 60
• Format: Closed Book
• Pass Mark: 39/60 (65%)

Our four-day SDI® - Service Desk Manager (SDM) training course is designed for existing and aspiring Service Desk Managers and Supervisors who wish to develop their understanding of Service Desk Management best practice and how to run an effective support operation. It is suitable for those with at least three years experience in a Service Desk environment.

The SDI® - Service Desk Analyst (SDA) certification will help you to develop practical skills whilst earning a certificate that endorses your commitment and knowledge.