Service Desk & Support Analyst (SDA) - Public

This 3 day course from SDI provides the essential skills and knowledge required for delivering customer service and support excellence.

Description

This course accompanies the SDI Service Desk Analyst Professional Standard and is designed to equip analysts with the skills and knowledge essential to delivering an excellent customer support experience. Aligned with ITIL4, it compliments most service management frameworks and support models while focusing on building relationships to ensure customer needs are met within agreed service levels.

Learning Outcomes

At the end of this course you will have:

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

Who Should Attend?

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 recognised qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

Course Delivery

Prerequisites

There are no mandatory prerequisites.

Exam & Certification

  • All methods of delivering this course include the exam in the fee
  • The exam is 60 minutes in duration & includes 60 multiple choice questions
  • Exams are administered online (proctored) by an independent examination body
  • Participants are provided an exam voucher so they can schedule the exam at their convenience after completion of the course
  • A passing mark of 75% is required to receive your SDI SDA certificate
  • A passing mark of 87.5% achieves a higher mastery pass

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