SDI - Service Desk Analyst (SDA)

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

Delegates will gain:

• A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst
• 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
• The importance of teamwork in the support environment

The 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.

The 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.