Service Desk Institute - Analyst (including exam)

Course Code: SDA

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Duration: 3 days

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Course Overview

‍BECOME A QUALIFIED SERVICE DESK ANALYST AND BOOST YOUR LEVELS OF CUSTOMER SERVICE SUPPORT

The importance of delivering high-quality customer service in today’s support environment means that the responsibilities of IT support analysts are many. As a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.

Ensuring your first-line service desk team deliver excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS, chat or social media – to agreed IT service levels is vital.

This training course enables service desk and support analysts to gain a professional qualification, issued by PeopleCert, and equips them with the skills essential to delivering excellent levels of customer service and support.

Covering three days of classroom-based learning, plus the qualification exam on the last day of the course, analysts will fully explore the modules covered in the SDI Professional Standard for Service Desk Analysts and leave with a thorough understanding of best practice.

This training is delivered by the Service Desk Institute.

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Target Audience

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.

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Course Objectives

At the end of this course, service desk analysts will gain:

• A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst
• The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards
• A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations
• The ability to recognise the importance of teamwork in the support environment
• Knowledge of core IT service management processes and the role of the service desk within these
• Practical problem-solving techniques to help resolve customers’ issues first time
• An understanding of service desk metrics, service level agreements, customer satisfaction surveys and the latest service desk tools and technologies
• An awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity
• Practical preparation for taking the SDA examination with PeopleCert
• A new network of colleagues in similar roles from other organisations

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Course Content

This course contains everything that is typically core to the role of a Service Desk Analyst:

• Roles and responsibilities: learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence
• Relationship management: discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective
• Effective communication skills and competencies: explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate
• Problem-solving: a close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster
• Effective rapport and conflict management skills: learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation
• Resilience: understand and develop emotional resilience to help detect and manage both positive and negative signs of stress
• Managing practices, processes, and procedures: establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation
• IT Service Management: learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management
• Quality assurance program: review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics
• Managing customer feedback: understand the purpose, objectives, and components of successful feedback management
• Support methods: gain an insight into the different methods of delivering support, including the benefits of remote support and self-service
• AI & automation: identify common examples, benefits and challenges of AI and automation within service management

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Course Pre-requisites

None

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Test Certification

Covering three days of classroom-based learning, plus the Peoplecert qualification exam on the last day of the course, analysts will fully explore the modules covered in the SDI Professional Standard for Service Desk Analysts and leave with a thorough understanding of best practice.