Service Desk & Support Analyst (SDA) - Instructor Led Online
This 3 day course from SDI provides the essential skills and knowledge required for delivering customer service and support excellence.
Description
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
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