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Domain 1: Professionalism and Roles
Module 1: Service Desk
Module 2: Service Desk Analyst
Module 3: Best Practice
Module 4: Policies and Governance
Module 5: Personal Accountability
Module 6: Service Attitude
Module 7: Teamwork
Module 8: Business Relationships
Module 9: Cultural Awareness
Domain 2: Analyst Skills
Module 10: Communication
Module 11: Verbal and Non-Verbal Communication Skill
Module 12: Listening Skills
Module 13: Written Communication
Module 14: Questioning Skills
Module 15: Problem Solving
Module 16: Rapport Techniques
Module 17: Conflict and Negotiation Skills
Module 18: Interaction Management Skills
Module 19: Resilience
Module 20: Time Management
Module 21: Positive Approach and Attitude
Module 22: Professional Development
Domain 3: Practices, Processes and Procedures
Module 23: Practices, Processes and Procedures
Module 24: Incident Management
Module 25: Service Request Management
Module 26: Recording Incidents and Requests
Module 27: Explain the Two Types of Escalation
Module 28: Status Updates
Module 29: Problem Management
Module 30: Change Enablement
Module 31: Service Level Management
Module 32: Service Catalogue Management
Module 33: Service Delivery Model
Module 34: Knowledge Management
Module 34: Information Security Management
Module 35: Service Continuity Management
Module 36: Quality Assurance Program
Module 37: Managing Customer Feedback
Module 38: Service Desk Metrics and Statistics
Domain 4: Resources
Module 39: Support Methods
Module 40: Self-Service
Module 41: Automation
Module 42: Artificial Intelligence (AI)
Module 43: Social Media
This Service Desk Analyst Course is suitable for Analysts looking to grow in their role and acquire a recognised qualification for managing a Service Desk System. This training course is suitable for these professionals:
There are no formal prerequisites to attend this SDA Course. However, some experience in managing a first or second-line Service Desk will be beneficial.
Service desk is a ticket management system that allows enterprises to manage effective workflow for internal and customer-facing departments. A service desk is also a Single Point of Contact (SPOC), used for daily interactions between service providers and users. It helps to handle events, services, user communications, changes in services plans, etc. This training is designed to provide you with various primary skills required to become a Service Desk Analyst. In addition, this training will also help you gain many job opportunities in various professions, such as IT support, helpdesk/service desk, support analyst, etc., in prominent organisations.
This 3-day Service Desk Analyst (SDA) training course provides the delegates with the essential skills and knowledge required for delivering effective customer service and support quality. They will learn about various concepts such as characteristics of a good service attitude, role and responsibilities of the Service Desk Analyst, business relationships, problem-solving, resources, managing customer feedback, Artificial Intelligence (AI), etc. Our highly experienced and expert trainer will provide this training and help you to get the required knowledge and skills to get more job opportunities with enhanced payscale. This course is fully accredited by PeopleCert on behalf of AXELOS, a world-leading best practice provider.
They will also learn the following essential topics:
After attending this training, delegates will be able to identify customer needs and handle difficult situations in their organisation. They will also manage incidents or services in IT support and handle user communications for things like outages and planned changes to services.
If delegates want to improve their knowledge and skills of using Service Desk and support their career advancement further, then they can choose our other popular course, Certified Service Desk Manager (CSDM), to fulfil their desired goals.
The Service Desk Analyst (SDA) Exam assesses individuals' knowledge and skills related to service desk operations and customer support. This certification focuses on evaluating an individual's ability to effectively handle and resolve incidents, requests, and inquiries from users and customers.
Why choose us
To make sure you’re always connected we offer completely free and easy to access wi-fi.
To keep you comfortable during your course we offer a fully air conditioned environment.
IT support is on hand to sort out any unforseen issues that may arise.
This location has full video conferencing equipment.
Cambridge is a university city located in Cambridgeshire in East Anglia, England. It is around 50 miles away from London and boasts a population of around 120,000 people. Cambridge has a centre for technological advancement known as the Silicon Fen which produces products to aid the software and bioscience industries. These start-up companies are usually sprung direct from the Cambridge University as over 40% of the workforce have a qualification in higher education, more than twice the amount of the national average. Cambridge is home to the Cambridge Biomedical Campus which is at the cutting edge of biomedical research.
The most famous aspect of Cambridge is its university which was founded in 1209 and is ranked to be amongst the five top universities in the world. The university was founded by scholars who left the University of Oxford. The two universities are ancient and some of the oldest English-speaking schools in existence and are jointly referred to as ‘Oxbridge’ as they are so similar. Currently, around 18,000 students are enrolled in the university.
The University of Cambridge is formed from 31 constituent colleges with over one hundred academic departments which are organised into six schools. The buildings for the university are spread throughout the town and most form some sort of historical or architectural importance. The colleges self-govern and are all integral and important parts of the university.
The university operates around eight art, culture and scientific centres, including the botanic garden and the Fitzwilliam Museum. The libraries of the University of Cambridge have around 15 million books. The main subjects taught at this university are arts and sciences but has a strong history in the sector of applied mathematics and mathematical physics. Until the mid-19th century, a pass in an examination in mathematics was once compulsory for all students.
Notable alumni from the University of Cambridge include Charles Darwin, Stephen Hawking, Isaac Newton and fifteen British Prime Ministers.
Popular searched areas in and around Cambridge include:-
Cambridge Regional College,
Kings Hedges Rd,
CB4 2QTT: 01344203999
Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.
Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.
This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.
All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience
Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!
This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.
Our courses can be adapted to meet your individual project or business requirements regardless of scope.
Cut unnecessary costs and focus your entire budget on what really matters, the training.
This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.
Keep track of your employees’ progression and performance in your own workspace.
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."
Diane Gray, Shell