SDI Service Desk Analyst (SDA) Course

If you are a service desk operator, specialist or manager seeking professional development and recognition of your skills, then the SDI Service Desk Analyst qualification is for you.

By achieving an SDI certification you will: demonstrate to an employer that you understand the best practice standards for your role; have the knowledge, skills and competences to apply your understanding on a day-to-day basis; positively impact the efficient running of a service desk.

Training options

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    Online

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    Onsite

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    Virtual

  • Course outline
  • Audience
  • Exam
  • Why Training Bytesize
  • More

What does the course cover?

  • Lesson 1 – Roles and Responsibilities
  • Lesson 2 – Relationship Management
  • Lesson 3 – Effective Communication Skills and Competencies
  • Lesson 4 – Problem Solving
  • Lesson 5 – Effective Rapport and Conflict Management Skills
  • Lesson 6 – Effective Process Management
  • Lesson 7 – IT Service Management
  • Lesson 9 – Quality Management for the Service Desk
  • Lesson 10 – Service Desk Technologies
  • Lesson 11 – Tools and Technologies

At the end of this course you will be able to:

  • Explain the four key concepts that describe the required skills, competencies and knowledge for the service desk analyst
  • Summarise the role and responsibilities of the service desk
  • Demonstrate the attributes, skills and knowledge required to fulfil the role effectively
  • Recognise when to use those attributes, skills and knowledge to deal effectively with a variety of situations
  • Explain how to better identify customers’ needs and motivations
  • Recognise the benefits of teamwork
  • Demonstrate the skills for handling difficult situations
  • Recognise the need for effective and well thought out processes and procedures
  • Describe the key IT service management processes in the areas where the service desk has clear responsibilities
  • Recognise the importance and benefits of having service level agreements, operational level agreements and underpinning contracts in place
  • Recognise the value and benefits of customer satisfaction surveys
  • Identify the need for, and value of, metrics in the service desk environment
  • Describe some of the available tools and technologies for service desk staff and customers to use
  • Summarise how to effectively use social media tools in the service desk
  • Be prepared for taking the service desk and support analyst examination

Is the course right for me?

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 will help analysts who are looking to grow in their role and gain a recognised qualification in their profession, develop practical skills while earning a certificate that endorses their commitment and knowledge.

Examples of professional job titles include:

  • Support Analyst
  • Service Desk Analyst
  • First-line Analyst
  • Second-line Analyst
  • Client Support Technician/Consultant
  • Desktop Support Analyst
  • Customer Support Officer
  • Technical Support Analyst
  • Service Centre Analyst

Exam format

The Service Desk Analyst exam is based on the SDA standard. The SDI qualification is an open qualification standard. SDI is the administrator, facilitator and arbitrator of the standards. The exams are independently administered and proctored by APM Group. Training Bytesize’s courses are accredited by APM Group International.

  • 1 Hour
  • 60 computer-based, multiple-choice questions
  • Designed to test your knowledge and understanding of the official SDI standards
  • Take your exam online with ProctorU, find out more on our exams page

Why study with Training Bytesize?

As experts in delivering project management training through a range of study styles, your success is key to our success. We understand how people learn, we know how to train people to pass exams, we employ the best trainers and specialise in small class sizes to help you get the best from your investment. So, if you’re looking to enhance your project management skills and ensure you pass first time, Training ByteSize is a name you can trust.

As a family run business, project and programme management training is in our blood, and so is innovation. Our founders have been part of the industry since the 1990’s, specifically founding Key Skills and developing the world’s first accredited e-learning course for PRINCE2.

Today we are proud to continue with world firsts; with second generation Victoria at the helm, she had led Training ByteSize to ensure were the first company to develop and deliver e-learning options for accredited courses including Business Analysis Foundation, ITIL4, and AgilePM.  When we say we’re experts in project management training, we really do mean it.

Benefits for your organisation

  • Reduce unnecessary spend and optimise public value.
  • Reduce consultancy costs.
  • Faster throughput and a clear, proportionate approval process.
  • Improve quality of decision making.

Benefits for you

  • An improved understanding of the Better Business Case process, relevant to both those responsible for producing business cases and those who approve them.
  • Understanding of an established and proven methodology which can be applied at both strategic (macro) and tactical (micro) levels.
  • Core business competency for any manager or director.

 

Prices

  • Online
  • Onsite
  • Virtual

SDI Service Desk Analyst (SDA) Course

£0.00 +VAT

Online learning is a great way to study and our e-learning courses are interactive and engaging.

Studying for your qualification online is a viable option for so many project managers:

  • Learning is completely flexible to suits your busy schedule
  • The interactive online course consists of voice-over and animation to keep you engaged throughout the learning
  • You can access it anywhere in the world and take your exam online at a time that suits you best
  • The Foundation e-learning will take around 10 hours to complete and includes a mock exam simulator with over 200 past questions so you can really test yourself before going for the real exam
  • Our pass rates are well in excess of the national average (nearly 100%!), there is really no reason you should fail!

Try our free course demo

Online training

Add official exam

Extend course access

Tutor support

Online training

Add official exam

Extend course access

Tutor support

SDI Service Desk Analyst (SDA) Course

£0.00 +VAT

If you are looking to train a team of people, you’ll find that our onsite training is a viable and cost effective option for you. We will ensure that from the initial consultation of your requirements to the end result of the course, you and your learners will have had the best possible learning experience and we strive for the highest pass rates for your team.

We also offer group online training. Maybe you would like everyone to study online in order to save time out of the office? We offer great prices for multiple learners; the best way to find out the pricing for that is to complete this short form and we’ll come right back to you. Alternatively you can speak to one of our experts now on +44 (0)1270 626330.

SDI Service Desk Analyst (SDA) Course

£0.00 +VAT

Our Virtual Course platform delivers accredited and certified training, led by leading subject matter experts, direct to your home, mobile, computer or office without the hassle of travelling or staying away. It is so easy to fit in an online class into your busy schedule; simply log in from home, the office, or even while you are travelling.

Students can ask questions using a headset, webcam or a chat window, and get their questions answered, just like in a traditional classroom. Questions can be lined up and answered at intervals, without interrupting the teacher’s flow of thought. There is no difference in the level of interaction – in fact distractions are significantly reduced because of this way of teaching. Our trainers have a minimum of 10 years training experience, plus have previously run and managed live projects, so have real-life experience they bring to the virtual session.

If you would like to find out more about this option please complete this short form and we’ll come right back to you.

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