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SDI Training - SDA Training

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

Course Name Date Location Duration Price Book Online
Service Desk Analyst (SDA) 15/02/2016 3 places left Birmingham
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 3 places left Bristol
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 3 places left Edinburgh
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 3 places left Glasgow
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 3 places left Leeds
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 3 places left London
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 Manchester
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 3 places left Milton Keynes
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 Newcastle
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 3 places left Reading
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 15/02/2016 Southampton
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 22/02/2016 Aberdeen
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 22/02/2016 Belfast
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 22/02/2016 Brighton
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 22/02/2016 Cambridge
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 22/02/2016 Cardiff
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 22/02/2016 Chelmsford
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 22/02/2016 Dublin
3 days €1149 Book nowEnquire
Service Desk Analyst (SDA) 22/02/2016 Guildford
3 days £1149 Book nowEnquire
Service Desk Analyst (SDA) 22/02/2016 Leicester
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
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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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