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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
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.
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 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 SDA exam consists of:
Why choose us
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.
Course was run very smoothly, Richard our trainer was extremely knowledgeable and delivered the course in a succinct fashion with a twist of humour thrown in.
The course was great and the so was the trainer - brilliantly delivered and I would certainly recommend this course to my colleagues. Thanks to Richard for a great course and delivering it a tough environment virtually.
Richard was very knowledgeable and explained well
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