• Why study with SDI?
• Training Locations
• SDI Qualifications
• Service Desk Manager
• Service Desk Senior Analyst
• Service Desk Analyst
• Course overview
• SDA Virtual Classroom
• Service Desk Foundation
• SDI Qualifications Virtually
• SDI Training Courses
• Virtual Classroom
• In-house Training
• SDI Training Partners
• Terms and Conditions
• Book Online NEW
• Training Brochure
• SDI Trainers
• Pay Now Book Later

> Not a member yet?
> Forgotten your password?

Service Desk Analyst

Essential development and a recognised qualification for IT service and support analysts.

Three day training qualification course with invigilated SDA exam, at a location of your choice after the course.

Who is it for?

Service desk and support analysts with at least nine months experience in an IT service and support environment.

What is it about?

Excellent service desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.

What will I get out of it?

• A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk analyst
• 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
• The importance of teamwork in the support environment
• Knowledge of core service management processes and the role and importance of the service desk within these
• Practical problem solving techniques
• An understanding of service desk metrics, service level agreements,  customer satisfaction surveys, and the latest service desk tools and technologies
• Practical preparation for passing the Service Desk Analyst examination
• A recognised qualification

For more information about the course download the Service Desk Analyst (SDA) Course Overview.  

Course Prices

SDI corporate members - £989 + VAT
Non members - £1,099 + VAT

Course Dates and Venues

We hold the Service Desk Analyst training course at locations in Orpington, Kent, Birmingham and Leeds. See the calendar below for dates.

If you would prefer to book with our training team directly please contact us on training@sdi-e.com or call +44 (0) 1689 889100.

The SDA qualification can also be taken as an in-house course, click here for more information.