SDA - Service Desk Analyst

Overview

Duration: 3.0 days

The SDA qualification course is for front-line IT service and support analysts with some experience in a first-line or second-line service desk environment. This course is perfect for analysts looking to grow in their role and gain a recognized qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the modules covered in SDI’s professional standard for Service Desk Analysts and will equip all Service Desk Analysts the essential skills and knowledge needed for delivering customer service and support excellence.

Objectives

This course is designed to provide service desk and support analyst with the skills to work consistently within industry recognized standards and in-line with the best practices guidelines. It reviews the four key concepts covered in the standards: professionalism and roles, analyst skills, process and supported technologies and enabling tolls, on which the skills, competencies and knowledge required to deliver professional and effective support are based.

Content

The Service Desk Analyst training comprises ten primary sections, covering the following topics:

Roles and responsibilities
Relationship Management
Effective Communication Skills
Effective Rapport
Quality Assurance Activities
Effective Process Management
IT Service Management
Problem Solving
Service Desk Technologies
Tools and techniques

Typically, each day of the course will cover 3to 4 sections, using lecture, group activities and practice questions.

Audience

The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment.

Prerequisites

There are no pre requisite requirements for taking the Service Desk Analyst training

Certification

Delegates who successfully completed the course and pass the exam will be awarded the Service Desk Analyst certification by APMG/SDI

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