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At The Knowledge Academy, our classroom-based training courses allow delegates to study and learn in a friendly, engaging,
and interactive environment. We ensure the very best level of teaching, with first-rate instructors, resources,
and state-of-the-art facilities. We provide courses of varying durations and can arrange weekend and residential
courses in order to suit your requirements.
Furthermore, our classroom courses are carried out in thousands of locations worldwide, making training easily accessible wherever you are. Our courses typically begin at 9.00 am and continue until 5.00 pm each day, with breaks and refreshments provided. , As our most popular form of training available, we pride ourselves in continuously delivering an outstanding learning experience for our delegates in the classroom.
Our online-based training courses aim to provide you with a complete training experience. Due to their
flexibility, these courses are greatly suited to busy working professionals, or any individual who would prefer the
convenience of an online training course.
Our Computer-Based Training (CBT) courses remove the time and cost associated with travelling to course locations. You can complete your chosen course in any location, and work at your own pace, as the learning portal can be accessed 24/7. All of our online training courses have technical and administrative support and mobile access. Furthermore, each course has been carefully designed to incorporate informative, instructive, and engaging content. In this way, online learning can guarantee a valuable and enjoyable training solution.
Our In-House training option allows you to select any of our courses and receive training at a venue of your choice,
by any method of your choice.
In-House courses deliver training to multiple employees at once, thus reducing travel expenses and providing you with the ultimate convenience and value for money. In addition, this option allows you to receive a training course that has been specifically tailored to meet your business needs, ensuring first-class quality, applicability, and value.
By choosing to bring bespoke training to the office, you can improve business performance, and make your organisation more streamlined, resourceful, and profitable. With over 25 years’ of experience, we are the market-leaders of In-House training.
Our Virtual training courses provide you with the option to learn using a specialised simulated virtual environment.
In this environment, our expert training instructors will be able to convey information and provide you with the
all the knowledge you require to earn your qualification with The Knowledge Academy. As the largest global
training provider, this method of training allows us to extend our training scope to those who may not
be able to attend a classroom course itself, but would like to receive direct training and support from an instructor.
Using this training delivery method, you would benefit from the convenience of remote access and the elimination of the time and cost associated with travelling to a training venue.
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.
The Knowledge Academy delivers three exceptional SDI courses. These courses are:
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 training course equips candidates with the rudimentary practical skills to excel in this role and deliver outstanding levels of customer service and support. The core skills required by an SDA include relationship management, quality assurance, problem solving, effective rapport, and conflict management. This training course is ideal for analysts who wish to gain a recognised qualification in their profession. This course spans over three days and on the final day candidates will sit the SDA exam.
This three day classroom-based training course educates professionals in the general industry best practices which are used at the current time 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). 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 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 needed to guide, inspire, and manage a Service Desk team. This course is ideal for both new and experienced Service Desk Managers, Team Leaders, and Supervisors.
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 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
We have the guaranteed best price for our courses in the industry
Resources are included for a comprehensive learning experience
Flexible delivery methods are available depending on your learning style
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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
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