Course Outline
Service Desk Institute (SDI) - Analyst
This is a 3 day, instructor-led course.
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.
Upon successful completion of this course, you will have:
• 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
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.
There are no official prerequisites to attend this course
Covering three days of 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.
Course Contents
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
Price per delegate
£1995
Scheduled Classes
Remote Access:
Please complete the contact form below or call 0141 221 5676 for further course information and available dates.
Alternatively you can email us at info@indiciatraining.com
