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The SDI (Service Desk Institute) is an organisation which provides a worldwide network for IT Service Professionals. It works to advise, inspire, and motivate Service Desk Professionals to follow industry best practice in IT Service and Support. SDI training courses strive to help professionals enhance their abilities and skills in their chosen discipline.
The SDI guides and connects IT Service Professionals, creating a community for all those working in the IT Service and Support Industry. The company was founded in 1988 and has since been utilised by thousands of Service Desk professionals and companies in over 150 countries across the globe. The SDI’s sole aim is to enhance the knowledge, understanding and skills of Service Desk Professionals everywhere. SDI training courses provide these professionals with all they require to improve.
These courses are ideal for those who already hold a Service Desk position, as SDI training can be used to enhance the knowledge which already exists. However, these courses are equally suited to those with no understanding of what it takes to work in the IT Service and Support Industry.
The Service Desk Analyst (SDA) training course equips candidates with the fundamental practical skills required to fulfil this role and deliver a high standard of customer service and support. This course falls under the broader umbrella topic of SDI, an organisation that provides a worldwide network for IT Service Professionals.
The Service Desk Manager must undertake roles such as controlling and managing the overall smooth running of the service desk and deal with any incidents that occur. In a course lasting four days, delegates will develop their understanding of Service Desk management best practice. Training is intensive and designed to ensure that candidates are grounded in the skills and techniques need to guide, inspire, and manage a Service Desk team.
This three-day classroom-based training course educates professionals in the general industry best practices which are used currently in IT Service Management. Based on industry frameworks and guidelines, candidates are provided with an exhaustive understanding of the principles and practices involved in operating, monitoring, reporting, implementing, planning, and improving a service desk and the management of incidents. Our Service Desk and Incident Management Specialist training is fully accredited by BCS (The Chartered Institute for IT) and includes the relevant exam. After achieving this certification, delegates will be able to demonstrate that they have knowledge of industry best practice and are able to apply them efficiently within a working environment.
The Service Desk Institute qualification is indicative of the possession of the essential skills which are required to work at, or manage a Service Desk. These skills can include customer service, quality assurance, problem solving, and conflict management. Attending a classroom-based SDI course shows a commitment to learning and self-improvement. Many of those who take an SDI training course are already experienced or are currently working in a Service Desk working environment, and they simply wish to improve their business performance. Others may be taking an SDI course to help them enter into this field of the IT Service and Support industry. An SDI certification would be highly beneficial to both types of candidate:
The Service Desk Analyst certification is the most suitable for beginners and by earning this SDI certification, these entry-level candidates are likely to be able to acquire a Service Desk Analyst position. This is because these impressive SDI certifications are sought after by employers
Service Desk Analysts and Service Desk Managers can dramatically improve their performance, and in turn enhance the performance of the Service Desk
Jobs in the IT Service and Support Sector are often well paid and satisfying. If you are able to demonstrate the ability to work at the highest standard, salary increases are also likely
Some of the skills taught during SDI training courses are highly transferable and can be used in both a professional and personal capacity, for example, problem solving
IT Service and Support is a vital part of a business as it helps to ensure smooth functionality. Any issues must be dealt with quickly and efficiently. Employing SDI trained team members means that they are aware of and will follow the industry best practices. In turn, this raises the quality of IT service delivery. Further benefits of SDI certified staff to companies include:
Better customer service is a core aim of Service Desk Analysts and Managers. By working to enhance customer experience and satisfaction, business performance will be optimised
SDI trained team members have an exceptional vision of the business value and strive to continuously deliver their best - making them extremely valuable to a business and its performance
SDI certificate holders will understand the value of teamwork and keeping motivation and rapport high. Therefore, employing these Service Desk Analysts and Managers will improve the sense of team empowerment, and in turn, enhance team performance
Globally acknowledged certifications
With a choice of three SDI courses on offer, you can tailor your training to suit your professional requirements
Enhance your understanding of the roles and responsibilities of Service Desk Professionals and how you can improve your performance
Improve your chances of obtaining employment in the IT Service and Support sector
Enhance your earning potential
Useful for beginners and experienced professionals
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"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