Service Desk Analyst (SDA) V9 Training in Oxford

Service Desk Analyst (SDA) v9 Training Outline

Module 1: Professionalism

• The Service Desk
• The Service Desk Analyst
• Vision, Mission and Values
• Policies and Governance
• Personal Accountability
• Service Attitude
• Teamwork
• Relationship Management
• Cultural Awareness
• Environmental, Social and Governance

Module 2: Analyst Skills

• Communication
• Verbal and Non-Verbal Communication Skills
• Listening Skills
• Written Communications Skills
• Questioning Skills
• Effective Troubleshooting skills
• Rapport Techniques
• Conflict and Negotiation Skills
• Interaction Management Skills
• Positive Approach and Attitude

Module 3: Managing the Employee Experience

• The Employee Experience
• Diversity, Equity, Inclusion, and Belonging (DEIB)
• Challenger Safety
• Resilience

Module 4: Practices, Processes and Procedures

• Practices, Processes and Procedures
• Incident Management
• Service Request Management
• Incident and Service Request Recording
• Smart Shifting
• Escalation
• Status Updates
• Problem Management
• Change Enablement
• Service Level Management
• Service Catalogue Management
• Knowledge Management
• Information Security Management
• Risk Management
• Continual Improvement

Module 5: Managing the Customer Experience

• Customer Experience (CX)
• Experience Level Agreements (XLA’s)
• Quality Monitoring Program
• Feedback Management
• Service Desk Metrics and Statistics

Module 6: Supported Technology and Enabling Tools

• Support Methods
• Self-Service
• Omni-Channel Support
• Automation

Module 7: Artificial Intelligence

• Artificial Intelligence (AI)
• Describe AI
• Describe the Subfields of AI: Natural Language Processing (NLP) and Machine Learning (ML)
• List common examples of AI in ITSM
• Identify the Benefits of AI in ITSM for Customer Experience
• Describe how AI can support the Service Desk
• Identify the Challenges of AI

Service Desk Analyst (SDA) Exam Information 

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. 

• Question Type: Multiple Choice 
• Total Questions: 60 
• Total Marks: 60 Marks  
• Pass Mark: 65%, or 39/60 Marks 
• Duration: 60 Minutes 
• Open Book/ Closed Book: Closed Book

Who Should Attend This Service Desk Analyst (SDA) v9 Training Course?

This Service Desk Analyst (SDA) v9 Training Course is suitable for professionals who want to develop practical service desk skills and improve customer and employee support experiences. This training course is suitable for these professionals:

• Aspiring Service Desk Analysts
• Service Desk Analysts
• Help Desk Analysts
• IT Support Technicians
• First-Line Support Analysts
• Second-Line Support Analysts
• Service Desk Team Leaders
• IT Operations Professionals

Prerequisites of the Service Desk Analyst (SDA) v9 Training Course

There are no formal prerequisites to attend this Service Desk Analyst (SDA) v9 Training Course. However, some experience in a first-line or second-line service desk environment can be beneficial.

Service Desk Analyst (SDA) v9 Training Overview

The Service Desk Analyst (SDA) v9 Training introduces modern service desk operations and IT support. It covers analyst responsibilities, service management, and customer interactions. The course also explores professionalism and employee and customer experience.

Delegates will develop communication, troubleshooting, and interaction management skills. They will learn incident and service request management, escalation, and knowledge management. The course also covers AI, automation, and service desk metrics.

This 3-day course by The Knowledge Academy enables delegates to apply recognised service desk practices in IT support environments. They can manage incidents, improve service quality, and enhance customer and employee experiences. These skills support consistent service delivery and continual improvement.

Service Desk Analyst (SDA) v9 Training Objectives

• To understand the role and responsibilities of a Service Desk Analyst
• To manage incidents and service requests using recognised practices
• To develop effective communication and troubleshooting skills
• To enhance customer and employee service experiences
• To apply escalation, knowledge management, risk management, and continual improvement practices
• To understand the use of AI, automation, and service desk performance metrics

Upon completion of this Service Desk Analyst (SDA) v9 Training Course, delegates will be able to apply recognised service desk practices, manage incidents and service requests, and enhance customer and employee experiences. They will also understand the role of AI, automation, and continual improvement in service desk operations.

What’s Included in this Service Desk Analyst (SDA) v9 Training Course?

• Service Desk Analyst (SDA) v9 Examination 
• World-Class Training Sessions from Experienced Instructors
• Digital Delegate Pack