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Course Dates, Locations & Prices (Top) | View Course Info

Course Name Date Location Duration Price Book Online
Service Desk Analyst (SDA) 13/07/2015 Birmingham 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Bristol 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Edinburgh 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Glasgow 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Leeds 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 London 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Manchester 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Milton Keynes 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Newcastle 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Reading 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Southampton 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Warwick 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Oxford 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Bournemouth 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Chorley 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Gatwick 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Exeter 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Dunfermline 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Ipswich 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 13/07/2015 Bath 3 days £1149 Book nowEnquire

Course Information (Top) | View Dates & Pricing

Overview

The Knowledge Academy

Course Outline

Roles and Responsibilities

  • Identify and understand the role and responsibilities of the professional Service Desk Analyst
  • Understand the role and responsibilities of the Service Desk
  • Develop an understanding of Relationship Management from the Service Desk perspective
  • Identify and agree the key requirements for delivering customer satisfaction

Effective Communication

  • Understand the principles of effective communication in customer support
  • Understand the differences between face to face, telephone and written communication
  • Identify ways to enable us to communicate more effectively
  • Understand how our attitude and approach can influence and affect others

Customer Service Skills and Competencies

  • Understand how to ask questions skilfully
  • Determine the importance of good listening skills
  • Understand the importance of customer service skills in the IT environment

Determine the importance of effective cross-cultural communication

  • Understand that assertiveness and confidence are necessary qualities for the SDA
  • Determine methods of dealing with conflict

The Service Desk Environmen

  • Examine issues, both internal and external, that can affect our motivation
  • Understand the importance and relevance of ethics within the workplace
  • Determine the importance and benefits of effective teamwork

Process Management

  • Understand the ITSM processes most closely linked to the Service Desk
  • Identify the responsibilities the Service Desk has within those processes
  • Understand the importance of effective incident, problem, change, escalation and asset management processes

Managing, Meeting and Maintaining Service Level

  • Determine the value and benefits of Service Level Agreement
  • Determine the need for and benefits of metrics and objectives within the support environment
  • Understand the importance of effective Customer Satisfaction surveys

Problem Solving

  • Determine the steps taken during the problem solving proces
  • Understand the benefits of using a creative problem solving approach
  • Identify techniques for creative problem solving

Tools and Technologies used in Customer Suppor

  • Develop a clear understanding of the support tools and technologies available to Service Desk Analysts
  • Understand and use the terminology of the support industry
  • Determine the benefits of the tools and technologies we use
  • Determine methods for implementing Self-Help and Self Service for end-users 
FAQs
  • What publications are available?

    There is the 'Service Desk Certification - A Pocket Guide' is available as a free download

  • What do The Knowledge Academy provide me on the course?

    We provide pre-course reading, The Knowledge Academy courseware folder, exam and refreshments

  • Does the course include exams?

    The course includes the exam which will be taken on the final day of the course (day 3)

  • Are there any prerequisites for the course?

    There are no prerequisites for this course

What's Included?
  • The Knowledge Academy Courseware Book
  • Pre-Course Material
  • Exam 
  • Certificate
  • Experienced Instructor
  • Refreshments
Video

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Blog

How to become a Business Analyst

Business analysis is the task of understanding business change needs – Assessing the business impact of those changes, capturing, analysing and documenting requirements and supporting the communication and delivery with relevant stakeholders. The Business Analyst is someone who is a part of the business operation and works with IT to improve the quality if the services being delivered.

Businesses need to adapt continually if they are to be successful. The business analyst is the catalyst of these changes, working closely with the business to create innovative solutions to business problems.

The typical deliverables of a Business Analyst could very between; business and functional/non-functional requirements as well as as-is and to-be processes including a business case.

The Business Analyst records requirements a form of management tool, whether it be simple spreadsheet or a complex application.

Areas of business analysis:

  • Strategic planning - To identify the organisation's business needs
  • Business model analysis - To define the organisation's policies and market approaches
  • Process design - To standardise the organisation's workflows
  • Systems analysis - The interpretation of business rules and requirements for technical systems

You could find yourself in a variation of industries, some including; finance, banking, insurance, telecoms, utilities, software services etc.

To gain a Diploma, candidates must pass four one-hour written examinations on a number of business topics.

There is a combination of core and specialist modules and an oral examination.

There are two types of core modules in the Diploma, these can be gained in any order. You can choose from either “BCS Certificate in Business Analysis Practice” or “BCS Certificate in Requirements Engineering”.

Candidates must also choose one “knowledge-based” module and one “practitioner” module to complete their certificates. You make your choice depending on your own background and preferences. As well as what your organisation requires and the nature of your role(s).

Finally you must sit an oral examination (this lasts for just under an hour). The candidate is required to demonstrate that they can put the competences gained in the written exams into coherent context.

Do you think you’ve got what it takes to become a Business Analyst?

Send us your onsite requirements and we will
provide a tailor made course for you!

Happy Customers

From the booking process right through the to the delivery of the course, I found it to be beneficial to my requirements. Would have no seconds thoughts on booking with The Knowledge Academy again
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Pleased to say that I enjoyed all aspects of the course - especially the detailed content and on how the course was presented in a professional manner. The literature is very useful for future reference and easy to understand.
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