SDI™ - Service Desk Analyst (SDA)
Learn via: Classroom- Duration: 3 Days
- Code: SDI-SDA
- Tech Type: Specialist
- Full Details
Price: £1509
Price: £1509
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.
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. It is based upon the standards and objectives for SDI™'s Service Desk Analyst qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDA exam.
1st line IT support, Helpdesk/Service Desk and support analysts with at least 9 months experience in an IT service and support environment.
Exam(s) included
We have run over 10,000 Service Management Courses in the last year, so you can be sure you are in good company.
All our Service Management courses are regularly updated and refreshed to ensure the very latest training.
QA is the UK's leading Service Management training provider and the number one choice for training entire IT teams.
QA's team of learning experts has over 200 years' experience in the Service Management industry.
There are over 20 QA learning centres and many other sites spread across the UK, providing a convenient choice of learning locations and ensuring that over 90% of the population is within 45 minutes of a training destination. Learn more
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Oxford Street
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Our range of over 250 Attend from Anywhere courses enable you to join live classroom training via web conference, saving time and money on travel.
Receive full support from our subject matter experts for the duration of your course.
Access your training from home, the office, or anywhere with internet access.
Save money on training and expenses like transport, hotels, meals and childcare.
Our technology makes our online courses the same quality as our classroom training.
Reduce time out of the office and time spent travelling to and from training centres.
Whether it's one course or a global learning programme, you get the best of QA training with online training courses delivered right to your device.
Receive full support from our subject matter experts for the duration of your course.
Access your training from home, the office, or anywhere with internet access.
Save money on training and expenses like transport, hotels, meals and childcare.
Our technology makes our online courses the same quality as our classroom training.
Reduce time out of the office and time spent travelling to and from training centres.
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
Certification
Holders become qualified 'SDI™ - Service Desk Analyst'
Examinations
The examination is taken during the course at 2.30 at the end of the final day. The format of this is 60 multiple choice questions to be answered in one hour. The pass mark is 65%. A mark of 87.5% achieves a higher mastery pass.
There are no formal prerequisites for this course.
At the end of this course you will have: