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

The principles learned in our SDI™ Service Desk Analyst (SDA) training course can be embedded into quality assurance activities for IT service operations. Broadening the scope across the whole support operation can assure quality in the end-to-end support service.

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

1. Roles And Responsibilities

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

2. Effective Communication

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

3. Customer Service Skills And Competencies

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

4. Determine The Importance Of Effective Cross-Cultural Communication

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

5. The Service Desk Environment

You will examine issues, both internal and external, that can affect our motivation.
You will understand the importance and relevance of ethics within the workplace.
You will determine the importance and benefits of effective teamwork.

6. Process Management

You will understand the IT Service Management (ITSM) processes most closely linked to the Service Desk.
You will identify the responsibilities the Service Desk has within those processes.
You will understand the importance of effective Incident, Problem, Change, Escalation and Asset Management processes.
6. Managing, Meeting And Maintaining Service Levels.

7. Determine The Value And Benefits Of Service Level Agreements (SLA's)

You will determine the need for and benefits of metrics and objectives within the support environment
You will understand the importance of effective Customer Satisfaction surveys

8. Problem Solving

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

9. Tools And Technologies Used In Customer Support

You will develop a clear understanding of the support tools and technologies available to Service Desk Analysts.
You will understand and use the terminology of the support industry.
You will determine the benefits of the tools and technologies we use.
You will determine methods for implementing self-help and self service for end-users.

Our SDI™ - Service Desk Analyst (SDA) training course is suitable 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 perfect 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

There are no formal entry-level requirements for our SDI™ - Service Desk Analyst (SDA) training course.

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

SDI™ - Service Desk Analyst (SDA) Examination

• Duration: One Hour
• Style: Multiple-Choice
• Questions: 60
• Pass Mark: 75% Or 85% For Higher Mastery Pass

Our four-day SDI™ - Service Desk Manager (SDM) training course looks at support methodologies and technologies; tools utilised within the Service Desk; staffing considerations; social media in the service desk; Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and developing effective problem solving skills within the team.

Our SDI™ - Service Desk Analyst (SDA) training course provides the essential skills and knowledge required for delivering customer service and support excellence.