SDI Training - SDA Training

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Course Date Venue Duration Price Book Online
Service Desk Analyst (SDA) 13/04/2015 Birmingham 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 Bristol 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 Edinburgh 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 Glasgow 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 Leeds 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 London 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 Manchester 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 Milton Keynes 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 Newcastle 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 Reading 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 13/04/2015 Southampton 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 27/04/2015 Aberdeen 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 27/04/2015 Belfast 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 27/04/2015 Brighton 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 27/04/2015 Cambridge 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 27/04/2015 Cardiff 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 27/04/2015 Chelmsford 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 27/04/2015 Dublin 3 days €1149 Book OnlineEnquire
Service Desk Analyst (SDA) 27/04/2015 Guildford 3 days £1149 Book OnlineEnquire
Service Desk Analyst (SDA) 27/04/2015 Leicester 3 days £1149 Book OnlineEnquire
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  • 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

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 environmen

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 approac

Identify techniques for creative problem solvin

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 

  • The Knowledge Academy Courseware Book
  • Pre-Course Material
  • Exam 
  • Certificate
  • Experienced Instructor
  • Refreshments
  • 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 againBy Aaron Harte (Developer) from Manchester
    4.82
  • 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.By Catherine Gilford (Analyst) from Manchester
    52

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Classroom Based Training

Whilst online base training has many advantages there are also several hindrances to taking this approach. The most common being the lack of direct and immediate access to an instructor. Should you find yourself unable to progress or need clarification on an aspect of your course you would have to start an email correspondence and wait for a reply. This can be incredibly interrupting to your learning, especially if you find yourself motivated, enthusiastic and raring to go only to find yourself sitting around hoping for a swift response from your instructor.

Consequently, this is the biggest advantage to classroom training. In a classroom environment there is an element of teamwork and interaction that online teaching cannot replicate. The fact that there are others around you in the same situation can be a fantastic motivator, giving you instant access to the instructor and the opportunity to take part in debates and discussions about your course, reinforcing what you are learning along the way.

Unfortunately these advantages can pass by some students. It can sometimes be difficult for an instructor to recognise and engage some people, especially those that may be shy or introverted. Those who are more vocal can dominate discussions and potentially drown out the quieter members of a classroom, partly negating the advantages of the social aspect of classroom learning.

The biggest difference between the two, and the main reason that online courses have received a boom in popularity is that unlike classroom training, online courses can reach hundreds to even thousands more people at once in a swift and effective manner. This method ensures consistency in the course content, and for the companies training, a steady stream of data that helps them ascertain what is and isn’t working in their courses, helping them to develop, adapt, and provide a better service moving forward.

Ultimately, the decision of which approach to choose is entirely down to the customer. If you think that you have the desire and motivation to milk every last drop of learning possible from an online course, then it may just be the best approach for you.

However, if you prefer a social aspect to your learning and the possibility to bounce ideas off others in the same position as you, as well as instant and constructive advice from a tutor, perhaps a classroom based approach is the optimal route.

Fortunately at The Knowledge Academy we offer expert training in both approaches to learning. We have an efficient customer service department we do our best to ensure that you get the best result possible from whatever course you decide to take. When all is said and done, our priority is that you receive first-rate training that enables you to move forward better prepared and in a far better position than which you first contacted us in.