SDI® - Service Desk Analyst
3 Day Course

Structure

The course consists of short lectures, exercises, discussions, examination technique, mock examinations and culminates in the invigilated examination.

Topics

The Service Desk is fast becoming critical to the IT organisation. What was once seen as a place to simply capture and deal with faults and issues has quickly become a strategic differentiator for many organisations. Professional and efficient 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 varied, plus they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them.

The Service Desk & Support Analyst course recognises an individual’s knowledge of customer service competencies and certifies that they have the skills required to work in the support industry. An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage.

The high-level objectives are:

• A thorough grounding in skills, competencies and knowledge required for a professional and effective Service Desk analyst
• Essential skills and competencies to deliver an efficient and effective support 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, practical problem solving techniques and how to handle difficult situations
• The importance of teamwork in the support environment
• An understanding of Service Desk metrics, Service Level Agreements, customer satisfaction surveys, and the latest service desk tools and technologies

Examination

• Multiple choice
• 60 questions per paper
• 39 marks required to pass (out of 60 available) - 65%
• 60 minutes duration
• Closed book.

Pre-Requisites

Aimed at service desk and support analysts with at least 9 months experience in an IT service and support environment. Training and certification provides essential development and a recognized certification.

Recommended Follow-Up Training

ITIL® Foundation
SDI® Service Desk & Support Manager

Dates For SDI® - Service Desk Analyst

Heywood (Manchester)

• 6-8 January 2020
• 30 March-1 April 2020
• 22-24 June 2020
• 21-23 September 2020
• 14-16 December 2020

To book any of these dates, please see below.