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
SDIe corporate members - £999 + VAT
Non members - £1,099 + VAT
Course Dates and Venues
We hold the Service Desk Analyst training course at locations in Orpington, Kent, Birmingham, Edinburgh and Leeds. See the calander below for dates.
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Start Date |
End Date |
Venue |
|
|
11/01/2010 |
13/01/2010 |
Kent |
|
|
16/02/2010 |
18/02/2010 |
Kent |
|
|
01/03/2010 |
03/03/2010 |
Kent |
|
|
08/03/2010 |
10/03/2010 |
Birmingham |
|
|
12/04/2010 |
14/04/2010 |
Kent |
|
|
19/04/2010 |
21/04/2010 |
Leeds |
|
|
10/05/2010 |
12/05/2010 |
Kent |
|
|
17/05/2010 |
19/05/2010 |
Edinburgh |
|
|
22/06/2010 |
24/06/2010 |
Kent |
|
|
06/07/2010 |
08/07/2010 |
Kent |
|
|
06/09/2010 |
08/09/2010 |
Kent |
|
|
13/09/2010 |
15/09/2010 |
Birmingham |
|
|
12/10/2010 |
14/10/2010 |
Kent |
|
|
18/10/2010 |
20/10/2010 |
Leeds |
|
|
01/11/2010 |
03/11/2010 |
Kent |
|
|
30/11/2010 |
02/12/2010 |
Kent |
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.
