SDI® Service Desk Analyst

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SDI® Service Desk Analyst Course Overview

Enroll for the 3-days, SDI® Service Desk Analyst training and certification course from Koenig solutions.

This course is perfect for analysts looking to grow in their role and gain a recognized qualification in their profession. This course will help you to develop practical skills whilst earning a certificate that endorses your commitment and knowledge.

This course also looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise.

Target Audience

This course is best suited for front-line IT service and support analysts with some experience in a first-line or second-line service desk environment.

Learning Objectives

Upon completion of this course, participants 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

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

The 1-on-1 Advantage
Methodology
Flexible Dates
  • • Choose Start Date
  • • Reschedule After Booking
  • • Weekend / Evening Option
4-Hour Sessions
Certificate Insurance
2nd Shot Free
3,400+ Courses
Flexi
(Instructor Led On-Demand Videos)
Destination Training
Ultra Fast Track for Experienced IT Professionals
Comfort Track
When You Want To Take It Easy!

You will learn:

Module 1: Roles and Responsibilities
  • To identify and understand the role and responsibilities of the professional Service Desk Analyst
  • To identify and understand the role and responsibilities of the Service Desk
  • To determine the attributes, skills and knowledge of a successful Service Desk Analyst
  • To develop an understanding of Relationship Management from the Service Desk perspective
  • To identify and agree the key requirements for delivering customer satisfaction
  • To identify and understand the principles of effective communication in customer support
  • To understand the differences between face to face, telephone and written communication
  • To identify ways to enable us to communicate more effectively
  • To understand how our attitude and approach can influence and affect others
  • To understand how to ask questions skilfully
  • To determine the importance of good listening skills
  • To understand the importance of customer service skills in the IT environment
  • To understand that assertiveness and confidence are necessary qualities for the SDA
  • To determine methods of dealing with conflict
  • To determine the causes, symptoms and ways to manage stress
  • Examine issues, both internal and external, that can affect our motivation
  • Understand the importance and relevance of ethics within the workplace
  • Determine the importance and benefits of effective teamwork
  • To understand the ITSM processes most closely linked to the Service Desk
  • To identify the responsibilities, the Service Desk has within those processes
  • To understand the importance of effective incident, problem, change, escalation and asset management processes
  • Determine the value and benefits of Service Level Agreements
  • Determine the need for and benefits of metrics and objectives within the support environment
  • Understand the importance of effective Customer Satisfaction surveys
  • To determine the steps taken during the problem solving process
  • To understand the benefits of using a creative problem solving approach
  • To identify techniques for creative problem solving
  • To practice some problem solving techniques
  • Develop a clear understanding of the support tools and technologies available to Service Desk Analysts
  • To understand and use the terminology of the support industry
  • Determine the benefits of the tools and technologies we use
  • To determine methods for implementing Self-Help and Self Service for end-users
Live Online Training (Duration : 24 Hours) Fee On Request
Group Training
Online
05 - 07 Sep 09:00 AM - 05:00 PM CST
(8 Hours/Day)
Online
03 - 05 Oct 09:00 AM - 05:00 PM CST
(8 Hours/Day)
We Offer :
  • 1-on-1 Public - Select your own start date. Other students can be merged.
  • 1-on-1 Private - Select your own start date. You will be the only student in the class.
4 Hours
8 Hours
Week Days
Weekend

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Physical Classroom Training with 4 hours /8 hours option is available. Enquire Now!
Ultra-Fast Track

If you can't spare 24 hours. We can offer you an Ultra-Fast Track for 12 hours
Enquire Now!

Course Prerequisites

There are no formal prerequisites for this course.

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FAQ's

In both, you choose the schedule. In public, other participants can join, Private other participants want to join.
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Yes, we also offer weekend classes.
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It is recommended but not mandatory. Being acquainted with the basic course material will enable you and the trainer to move at a desired pace during classes. You can access courseware for most vendors.
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Dubai, Goa, Delhi, Bangalore.
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Prices & Payments

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Travel and Visa

Yes we do after your registration for course.

Food and Beverages

Yes.

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