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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.
Luton is a city based in Bedfordshire. It is based near Dunstable and Houghton Regis and has a population of over 250,000 inhabitants. Like other cities in England, education in Luton is compulsory for children up to the age of 16. The schools in Luton follow the British educational system and is divided into three levels: Primary School, Secondary Schools and Higher Education. Luton is home to 98 educational institutes including: 7 nurseries, 70 Primary Schools (including 9 Voluntary-Aided Schools and two Special Requirements Schools), 13 secondary schools (including one Voluntary-Aided Schools and one Special Requirements School). The city also provides four further education institutes along with four educational institutes. Schools and college in Luton are being investments in the government scheme Building Schools for the Future programme to renew and refit buildings; Luton is in the third wave of their long term programme. Luton is home to Barnfield College and Luton Sixth Form College and The Department for Children, Schools and Families awarded The Learning and Skills Beacon Status to both of these colleges.
The University of Bedfordshire is based in Luton, with its large campus situated in Luton town centre. The university was founded in 1882 as a Teacher Training College. It gained University Status in 1993 and was formally called University of Luton. In 2006 the name changed to what it is known today, University of Bedfordshire. The university now has nearly 24,000 students attending the university with over 17,000 undergraduate students and over 6,000 postgraduate student. The University of Bedfordshire also has a smaller campus in Putteridge Bury which is at the edge of the town. The university also has another campus that can be found in Bedford.
Hampton by Hilton
42-50 Kimpton Rd,
LU2 0NBT: 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