SDI Service Desk Analyst (SDA) — A 3 day course

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Synopsis

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.

This 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.

This 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

On completion of this course delegates will gain:

Suitable For

This course is intended for 1st line IT support, Helpdesk/Service Desk and support analysts with at least 9 months experience in an IT service and support environment.

Prerequisites

There are no prerequisites for this course

Examination

Vouchers are given for a Prometric examination. The format of this is 60 multiple choice questions to be answered in one hour. The pass mark is 75%, 87.5% achieves a higher mastery pass.

Holders become qualified 'SDI - Service Desk Analyst'.

Publicly scheduled dates, locations, and prices

Select a date to enquire about availability of places. For dates after 8 April 2017, please call 0333 210 0140 or use our contact form to enquire about places and availability.

Birmingham — £1095 (+VAT)

Bristol — £1095 (+VAT)

Leeds — £1095 (+VAT)

London — £1095 (+VAT)

Manchester — £1095 (+VAT)

Newcastle — £1095 (+VAT)


Contents

Roles and Responsibilities

Effective Communication

Customer Service Skills and Competencies

Determine the importance of effective cross-cultural communication

The Service Desk Environment

Process Management

Managing, Meeting and Maintaining Service Levels

Problem Solving

Tools and Technologies used in Customer Support