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SDI© Service Desk Analyst Training

Course Description:
SDI© Service Desk Analyst encourages students to participate in group exercises and discussions in order to identify the roles and responsibilities of the modern Service Desk.

Students debate the skills, knowledge and attributes required for staff to succeed in their roles, learn the importance of customer relationship management, and review the service skills required to develop and maintain good working relationships with customers and peers.

The course also looks at support methodologies and technologies and the tools utilized within the Service Desk. It reviews key issues such as: service level agreements; the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilize.

Course and Learning Objectives:
Following the completion of the course, delegates will have:

  • A thorough grounding in the skills, competencies and knowledge required of a professional and effective Service Desk 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 and how to handle difficult situations.
  • Recognizing of 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.
  • Awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity.
  • Practical preparation for passing the Service Desk Analyst examination

Course Approach:
The course ensures analysts work to consistent, industry recognized standards and in line with best practice guidlines. It reviews the four key concepts covered in the standards: Professionalism and Roles, Analyst Skills, Process, Supported technologies and enabling tools, on which are based the skills, competencies and knowledge that a Service Desk analyst requires in order to deliver professional and effective support.

The course is based upon the standards and objectives for SDI©’s Service Desk Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDA exam.


Course Student Material:
Students will receive an SDI© Service Desk Analyst classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered:

  • Roles & Responsibilities
  • Relationship Management
  • Effective Communication Skills & Competencies
  • Effective Rapport And Conflict Management Skills
  • Quality Assurance Activities For The Service Desk
  • Effective Process Management
  • IT Service Management
  • Problem Solving
  • Service Desk Technologies
  • Tools And Technologies

SDI© Service Desk Analyst

3 days

Course Delivery:

Reference Materials:
Service Desk Analyst Standard

About the Examination:
Exam Format: Multiple choice.
Number of Questions: 60
Pass Score: 45/60 or 75%
Exam Delivery: Paper-based
Exam Duration: 60 minutes
Open/Closed Book: Closed Book

An SDI© Service Desk Foundation certificate and at least 9 months work experience in an IT and support environment.

Project Management Institute – Professional Development Units (PDUs) = 21

Target Audience:
Front-line IT service and support analysts with some experience in a first-line or second-line service desk environment. 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.

The price of this training includes an exam.

Training fees:
MYR 4,000.00

MYR 4,000.00

Start date End date Duration Country State City Register
25/9/2017 27/9/2017 3 Malaysia Kuala Lumpur Register
11/11/2017 13/11/2017 3 Malaysia Kuala Lumpur Register
Start date End date Duration Country State City Register
25/9/2017 27/9/2017 3 Malaysia Kuala Lumpur Register
11/11/2017 13/11/2017 3 Malaysia Kuala Lumpur Register