SDI® Service Desk Analyst Course Overview

The SDI® Service Desk Analyst course is designed to equip learners with the essential skills and knowledge required to deliver effective and efficient support in a service desk environment. Through its comprehensive modules, participants will gain insights into their roles and responsibilities, learning to enhance customer satisfaction, communicate effectively, and manage various service desk functions.

Module 1 lays a strong foundation, emphasizing the importance of understanding the Service Desk Analyst's role, required skills, and relationship management. Module 2 focuses on honing effective communication across different mediums, while Module 3 delves into customer service skills and competencies, crucial for successful interactions. Learners will explore cross-cultural communication in Module 4 and understand the dynamics of the service desk environment in Module 5.

Module 6 addresses process management, teaching analysts about ITSM processes and responsibilities. Module 7 covers service levels, emphasizing the value of SLAs and the impact of metrics and customer satisfaction surveys. With Module 8, problem-solving takes center stage, guiding learners through creative techniques and processes. Finally, Module 9 familiarizes learners with tools and technologies, including self-help and self-service implementations.

This course will not only bolster the proficiency of Service Desk Analysts but also contribute to the overall effectiveness and productivity of the service desk team.