Service Desk Analyst - Virtual - Service Desk Institute

Become a qualified Service Desk Analyst and boost your levels of customer service support.

The importance of delivering high-quality customer service in today’s support environment means that the responsibilities of IT support analysts are many. As a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.

Ensuring your first-line service desk team deliver excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS, chat or social media – to agreed IT service levels is vital.

This training course enables service desk and support analysts to gain a professional qualification, issued by PeopleCert, and equips them with the skills essential to delivering excellent levels of customer service and support.

Covering three days of classroom-based learning, plus the qualification exam on the last day of the course, analysts will fully explore the modules covered in the SDI Professional Standard for Service Desk Analysts and leave with a thorough understanding of best practice.

This course is running from 9:00am – 16:30pm BST.

Watch this video on the SDA course to learn more about the content, delivery and value of this popular qualification:

Who is it for?

The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment. This course is perfect for analysts looking to grow in their role and gain a recognised qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

Course Overview

This course contains everything that is typically core to the role of a Service Desk Analyst:

Roles and responsibilities: learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence
Relationship management: discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective
Effective communication skills and competencies: explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate
Problem-solving: a close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster
Effective rapport and conflict management skills: learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation
Resilience: understand and develop emotional resilience to help detect and manage both positive and negative signs of stress
Managing practices, processes, and procedures: establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation
IT Service Management: learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management
Quality assurance program: review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics
Managing customer feedback: understand the purpose, objectives, and components of successful feedback management
Support methods: gain an insight into the different methods of delivering support, including the benefits of remote support and self-service
AI & automation: identify common examples, benefits and challenges of AI and automation within service management

Learning Outcomes

At the end of this course, service desk analysts will gain:

A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst
The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards
A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations
The ability to recognise the importance of teamwork in the support environment
Knowledge of core IT service management processes and the role of the service desk within these
Practical problem-solving techniques to help resolve customers’ issues first time
An understanding of service desk metrics, service level agreements, customer satisfaction surveys and the latest service desk tools and technologies
An awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity
Practical preparation for taking the SDA examination with PeopleCert
A new network of colleagues in similar roles from other organisations

Course Details

Virtual Course| Delivered via live online classroom environment with SDI trainer.

9:00am – 16:30pm
2 refreshment breaks and a 1-hour break for lunch

Virtual Course

This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.