Available 24 Hours Monday to Sunday
Call Us 01344 203999
info@theknowledgeacademy.com

View our courses

5 people are currently looking at this course

SDI Training - SDA Training

  • SDI Training in luxury nationwide venues
  • GUARANTEED LOWEST PRICE IN THE INDUSTRY
  • Includes pre-course material, manual, exam and certificate
  • Courses delivered by world class SDI Training instructors
  • Book Online or Call 01344 203999 to speak to a SDI Training advisor today

Would you like more information?

WE'RE Available 24 Hours Monday to Sunday

Course Schedule

VIEW MORE INFORMATION ABOUT OUR COURSES
Course Name Date Location Duration Price Book Online
Service Desk Analyst (SDA) 27/04/2015 Aberdeen 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Belfast 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Brighton 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Cambridge 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Cardiff 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Chelmsford 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Dublin 3 days €1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Guildford 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Leicester 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Liverpool 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Maidstone 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Norwich 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Nottingham 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Plymouth 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Sheffield 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 27/04/2015 Swindon 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 11/05/2015 Birmingham 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 11/05/2015 Bristol 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 11/05/2015 Edinburgh 3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 11/05/2015 Glasgow 3 days £1149 Book nowEnquire

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

FAQ's
  • 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

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

We do not currently have a video for this topic

Blog

We are live!

Our new website has been launched.

What’s new?
You may notice that the appearance and layout of the website is different – The Knowledge Academy has a colourful new theme. We’ve incorporated a new font and have selected colours that complement each other, ensuring that you will be able to enjoy reading easier than before.

We’ve made our website more user-friendly by including our most common searches and courses at the top of the home page, allowing you to find them more easily and efficiently.

We are mobile! You can view our website via any device, whether it be a; laptop, desktop, tablet or smartphone. See for yourself; open up our website on your phone – its sleek design allows you to glide through any part of the website with ease. Everything is straight to the point and easy to navigate; with its new design, you can find and search for what you need in a matter of seconds. All of our courses are divided into different headings, a new feature allows you to hover your cursor over a sub-heading of your choice and view it before you’ve entered it. Any key, important information you should know, greets you on our homepage.

We have provided you with “widgets” containing facts about the courses.
For example:
- The amount of people who have already taken the course
- Whether the course has "The Knowledge Academy Best Price Guarantee"
- Logos of the Accreditors associated to the course
- How many are currently looking at the same course as you
- Any downloadable related content available
- View course availability if wanting to book with us

We have a dedicated section containing recent reviews made by our delegates. Reviewing our courses has been made easier. With our user-friendly website, you can scroll through them after clicking on “Trustpilot review(s)” to read their opinion. If you’re into your social networking, then our Facebook page is widget is located just on the right of the page, awaiting your “like”.

You’ll find additional information on our blog page. We like to keep you up-to-date with all the latest news. You will also find promotional material about our courses. You are able to share with your friends and family any of the blog posts you enjoy. We are on Facebook, Twitter, LinkedIn, Google+ and YouTube.

Welcome to the new website.

All quoted prices are VAT- Exclusive for consumers who pay no VAT or can recover VAT. The current rate of VAT is 20% for consumers that are required to pay VAT

* Dependant on experience and industry. Source: payscale.com and itjobswatch.co.uk

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
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.
52

Our Customers Love Us

Recent Reviews

If you have an interest in learning for yourself
or your team, contact us today!

Got a quick question or comment? Send us an enquiry!

Enter your details and we will call you back to discuss your requirements