SDI Service Desk Analyst (SDA) Training Course

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.