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Course Information

Service Desk Analyst (SDA) v8 Course Outline 

Domain 1: Professionalism and Roles

Module 1: Service Desk

  • Purpose of the Service Desk
  • Activities of the Service Desk that Demonstrate its Values
  • Role of Service Desk Leadership and Management

Module 2: Service Desk Analyst

  • Role of the Service Desk Analyst
  • Responsibilities of the Service Desk Analyst

Module 3: Best Practice

  • Sources of Service Desk and IT Methodologies and Best Practice
  • Maintain Knowledge of IT Standards, Frameworks, and Methodologies

Module 4: Policies and Governance

  • Purpose of Organisational Policies
  • Areas Covered by Organisational Policies

Module 5: Personal Accountability

  • Importance of Making and Honouring Commitments
  • How to Protect and Enhance the Image of the Service Desk?

Module 6: Service Attitude

  • Explain the Terms: Attributes, Skills and Knowledge
  • Characteristics of a Good Service Attitude
  • Impact of a Good Service Attitude
  • Skills Required to Deliver Excellent Customer Service

Module 7: Teamwork

  • Basic Concepts of Teamwork
  • Responsibilities of People Working in a Team Environment
  • Benefits of Teamwork
  • Characteristics of an Effective Team
  • Features Found in a Supportive Workplace

Module 8: Business Relationships

  • Behaviours for Establishing Effective Relationships with Customers

Module 9: Cultural Awareness

  • Demonstrate Sensitivity and Respect for Other Cultures
  • Practice Techniques for Communicating Cross-Culturally

Domain 2: Analyst Skills

Module 10: Communication

  • Describe Ways People Communicate
  • Difference Between Formal and Informal Communications
  • Barriers to Effective Communication

Module 11: Verbal and Non-Verbal Communication Skill

  • Principles of Good Verbal skills
  • Principles of Good Non-Verbal Communication Skills

Module 12: Listening Skills

  • Principles of Active Listening
  • Paraphrasing and its Significance
  • Advantages of Active Listening
  • Barriers to listening and Understanding

Module 13: Written Communication

  • Using Correct Grammar and Spelling is Essential in Documentation and Written Communications
  • Components Needed for Writing Professional Business Communications and Documentation

Module 14: Questioning Skills

  • Difference Between Open and Closed Questioning
  • Structured Questioning Technique

Module 15: Problem Solving

  • Skills Needed for Effective Problem Solving
  • Steps in a Typical Problem-Solving Technique

Module 16: Rapport Techniques

  • Emotional Intelligence
  • Elements of Emotional Intelligence
  • Benefits of Emotional Intelligence
  • Common Customer Emotions or Actions that an Analyst Requires to Manage
  • Methods for Acknowledging the Customer’s
  • Techniques for Dealing with Negative Reactions from Customers

Module 17: Conflict and Negotiation Skills

  • Signs that Conflict is Developing
  • Appropriate Actions to Reduce and Eliminate Conflict
  • Define the Negotiation
  • Elements of Negotiation

Module 18: Interaction Management Skills

  • Benefits of Professionally Managing Interactions
  • Benefits of Using a Standard Greeting
  • Actions for Managing and Redirecting Issues Related to Unsupported Items
  • Behaviours and Situations to Avoid When Interacting with Customers
  • How to Manage an Abusive Customer?
  • How to Manage an Angry Customer?
  • How to Manage an Inconvenienced Customer?
  • How to Manage an Over talkative Customer?
  • How to Manage an Emotionally Distressed Customer?
  • How to Manage a Customer that is Reluctant to End an Interaction?
  • How to Professionally Disengage from a Support Interaction?

Module 19: Resilience

  • Importance of Emotional Resilience
  • Common Causes of Stress
  • Signs of Positive Stress
  • Signs of Negative Stress
  • Describe the responsibility we have to Manage Stress for Ourselves and our Colleagues
  • Actions that Reduce Stress

Module 20: Time Management

  • What Multitasking Means in a Support Environment?
  • Techniques to Improve Time Management
  • Benefits of Effective Time Management

Module 21: Positive Approach and Attitude

  • Differences Between Aggressive, Assertive and Passive Behaviour
  • Importance of Demonstrating Confidence
  • How Confidence is Demonstrated?

Module 22: Professional Development

  • Methods for Enhancing Personal Professional Development

Domain 3: Practices, Processes and Procedures

Module 23: Practices, Processes and Procedures

  • Practice, Process, and Procedure Management
  • Importance of Documenting Practices, Processes, and Procedures

Module 24: Incident Management

  • Purpose of Incident Management
  • Incident
  • Objectives of Incident Management
  • Principal Activities that the Service Desk Analyst Performs in Incident Management
  • Benefits of Effective Incident Management
  • Common Measures of Success for Incident Management

Module 25: Service Request Management

  • Purpose of Service Request Management
  • Service Request
  • Objectives of Service Request Management
  • Common Measures of Success for Service Request Management

Module 26: Recording Incidents and Requests

  • Primary Reasons for Recording Incidents and Requests
  • Procedure for, Information Required, to Raise an Incident or Service Request
  • Determine the Priority of an Incident or Service Request
  • Steps Required to Resolve an Incident or Service Request

Module 27: Explain the Two Types of Escalation

  • Two Types of Escalation
  • Circumstances in which Escalation is Suitable

Module 28: Status Updates

  • Importance of Status Updates
  • Information to Provide in a Status Update

Module 29: Problem Management

  • Purpose of Problem Management
  • Problem
  • Reactive and Proactive Problem Management
  • Objectives of Problem Management
  • Service Desk’s Responsibilities in Problem Management:
  • Three Phases of Problem Management
  • Primary Activities of Problem Management
  • Common Measures of Success for Problem Management

Module 30: Change Enablement

  • Purpose of Change Enablement
  • Describe a Change
  • Types of Change
  • Objectives of Change Enablement
  • Service Desk’s Responsibilities in Change Enablement
  • Activities in Change Enablement
  • Common Measures of Success for Change Enablement

Module 31: Service Level Management

  • Purpose of a Service Level Management
  • Objectives of Service Level Management
  • Service Level Agreement
  • Typical Content of a Service Level Agreement that is Relevant to the Service Desk (SLA)

Module 32: Service Catalogue Management

  • Purpose of Service Catalogue Management
  • Service Catalogue
  • Objectives of Service Catalogue Management
  • Necessary Components of an Entry in the Service Catalogue

Module 33: Service Delivery Model

  • Different Kinds of Sourcing Methodologies and Models Available for Delivering IT Services

Module 34: Knowledge Management

  • Purpose Knowledge Management
  • Objective of Knowledge Management
  • Why Knowledge Management is Important to the Service Des
  • Why it is Essential to Maintain Knowledge?
  • Common Measures of Success for Knowledge Management

Module 34: Information Security Management

  • Purpose of Information Security Management
  • Objective of Information Security Management
  • Importance of Information Security Policies
  • Service Desk’s Responsibilities in Information Security Management
  • Potential Security Threats to the Organisation that Might Occur through the Service Desk
  • Types of Security Policies
  • Importance of Reporting Security Compromises
  • Importance of Legal Compliance
  • Importance of Software License Management
  • Importance of Confidentiality

Module 35: Service Continuity Management

  • Purpose and Responsibility of the Service Continuity Management
  • Purpose of a Service Continuity Plan
  • Components of a Service Continuity Plan

Module 36: Quality Assurance Program

  • Purpose of a Quality Assurance (QA) Program
  • Objectives of a Quality Assurance (QA) Program
  • Common QA Practices used by a Service Desk
  • Methods for Monitoring Calls and Other Interactions
  • What is Meant by Incident and Service Request Monitoring
  • Methods for Monitoring Incidents and Service Requests
  • Benefits of Interaction, Incident, and Service Request Monitoring

Module 37: Managing Customer Feedback

  • Purpose Managing Customer Feedback
  • Objectives of Managing Customer Feedback
  • Common Sources of Customer Feedback
  • Components of Managing Customer Feedback
  • Three Most Common Types of Surveys and the Importance of Each Type

Module 38: Service Desk Metrics and Statistics

  • Reason for Compiling Service Desk Metrics
  • Common Service Desk Metrics

Domain 4: Resources

Module 39: Support Methods

  • Methods Used for Delivering Service and Support
  • Purpose of Using IT Service Management Systems in a Service Desk Environment
  • Primary Objectives of Using IT Service Management Tools
  • Benefits of Remote Support
  • Common Disadvantages of Using Remote Support Tools
  • Benefits of Using Live Chat and Collaboration Tools
  • Commons Risks of Using Live Chat and Collaboration Tools
  • Describe Automatic Call Distribution (ACD)
  • Common Automatic Call Distribution (ACD) Features

Module 40: Self-Service

  • Describe Self-Service
  • Benefits of Self-Service
  • Risks of Self-Service
  • Common Examples of Self-Service

Module 41: Automation

  • Describe Automation
  • Examples of Automation

Module 42: Artificial Intelligence (AI)

  • Describe AI
  • Common Examples of AI
  • Benefits of AI
  • Challenges of AI

Module 43: Social Media

  • What is Meant by Social Media?
  • How to Use Social Media Tools Effectively

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Prerequisites

There are no essential requirements to attend this course. However, some experience of first or second-line service desk experience will be beneficial for the delegates.

Audience

This Service Desk Analyst training course is perfect for anyone who wishes to acquire a recognised qualification for managing a service desk system.

Service Desk Analyst (SDA) v8 Course Overview

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:

  • Purpose of the service desk
  • Service desk analyst
  • Policies and governance
  • Time management
  • Teamwork

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.

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What’s Included in this SDI v8 Training Course?

  • The Service Desk Analyst (SDA) Examination
  • Experienced Instructor
  • Completion Certificate
  • Refreshments

Service Desk Analyst (SDA) Examination

The SDA exam consists of:

  • 60 minutes
  • Closed book
  • 60 questions
  • Multiple choice
  • 65% pass mark

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Why choose us

Ways to take this course

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.

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Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience

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Great value for money

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.

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Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.

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Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions

FAQ's

The SDI (Service Desk Institute) is an organisation which provides a worldwide network for IT Service Professionals, creating a community for all those working in the IT Service and Support Industry. To find out more about SDI, visit our SDI topic page.
Yes, the Service Desk Analyst exam is included in the course fee.
There are no prerequisites for the SDA training course.
Service Desk is a ticket management system that allows enterprises to implement a strong and effective workflow for internal and customer-facing support departments.
Customer service management, ownership and initiative service focus, service reporting, and user focus are some of the essential skills of a Service Desk Analyst.
Managing support requests, resolving technical issues, accelerate complex cases, and managing service documentation are the core duties of a Service Desk Analyst.
The service desk works as a single point of contact between the IT organisation and the business for every service request, incident reports, change warnings, and other essential communications.
In this training, you will learn several topics such as support methods, self-service, automation, Artificial Intelligence (AI), social media, analyst skills, rapport techniques, and many more.
The price for Service Desk Analyst (SDA) certification in Philippines starts from $2095
The Knowledge Academy is the Leading global training provider in the world for Service Desk Analyst (SDA).
Please see our SDI Training courses available in Philippines

Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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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

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