SDI® Service Desk Analyst Course Overview

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.

This is a Rare Course and it can be take up to 3 weeks to arrange the training.

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  • Live Online Training (Duration : 24 Hours)
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  • Live Online Training (Duration : 24 Hours)
  • Per Participant

♱ Excluding VAT/GST

Classroom Training price is on request

You can request classroom training in any city on any date by Requesting More Information

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Course Prerequisites

Prerequisites for SDI® Service Desk Analyst Course:


  • Basic understanding of IT concepts and terminologies.
  • Familiarity with computer systems and common software applications.
  • Good communication skills, both written and verbal.
  • Experience in a customer service or support role is beneficial but not mandatory.
  • Willingness to learn and apply new customer service and support techniques.
  • An interest in developing interpersonal skills and working as part of a team.

Please note that prior technical experience is helpful but not a strict requirement for this course, as the training is designed to cover the fundamental aspects of the Service Desk role and responsibilities.


Target Audience for SDI® Service Desk Analyst

The SDI® Service Desk Analyst course is designed for IT professionals focused on customer support and service desk operations.


  • Service Desk Analysts


  • Technical Support Staff


  • IT Support Engineers


  • Helpdesk Technicians


  • IT Service Desk Technicians


  • Customer Support Representatives


  • IT Specialists involved in customer service


  • Technical Service Representatives


  • IT Helpdesk Coordinators


  • Desktop Support Analysts


  • Client Services Analysts


  • IT Customer Service Professionals


  • Service Desk Team Leaders (seeking to understand analysts' roles)


  • Support Center Analysts


  • Entry-level IT professionals looking to specialize in service desk roles


  • IT professionals seeking certification in service management


  • IT Managers who need to understand the role and function of the service desk


  • Anyone aiming to improve their IT service desk communication and problem-solving skills




Learning Objectives - What you will Learn in this SDI® Service Desk Analyst?

Introduction to Learning Outcomes:

The SDI® Service Desk Analyst course equips participants with essential skills, from mastering communication and problem-solving to understanding ITSM processes, aimed at enhancing Service Desk operations.

Learning Objectives and Outcomes:

  • Grasp the role, responsibilities, and desired attributes of a professional Service Desk Analyst to effectively support users.
  • Develop a comprehensive understanding of communication principles and techniques for improving customer interactions across various channels.
  • Acquire key customer service skills, emphasizing the art of questioning and active listening in the IT context.
  • Learn strategies for effective cross-cultural communication, managing conflict, and handling work-related stress.
  • Recognize the impact of internal and external factors on motivation and the significance of ethics and teamwork in the Service Desk environment.
  • Understand essential ITSM processes related to the Service Desk and the Analyst's role in incident, problem, and change management.
  • Comprehend the importance of Service Level Agreements (SLAs), the use of metrics, and the value of customer satisfaction surveys in maintaining service quality.
  • Enhance problem-solving abilities by employing creative techniques and practicing structured approaches.
  • Familiarize with the latest support tools, technologies, and industry terminology to streamline Service Desk functions.
  • Explore methods for implementing self-help and self-service options to empower end-users and optimize resource allocation.