SDI Service Desk Analyst

////SDI Service Desk Analyst

SDI Service Desk Analyst

Course ID: SDA 3 Days

SDI Service Desk Analyst


This training qualification course equips the support analyst with the skills and knowledge essential to delivering excellent levels.



Analyst certification is designed for front-line IT service and support analysts with some experience in a first-line or second-line service desk environment. The course will help individuals develop practical skills while earning a certificate that endorses their commitment and knowledge.





Instructor-led / Virtual Instructor-led

Singapore SGD1,995
India: USD2,000


No Prerequisite


  • The roles and responsibilities of a service desk professional.
  • How to develop and employ the essential skills required for a service desk and support analyst.
  • How to summarize and follow service desk processes.
  • How to identify and describe service desk tools and technologies.


Module 1: Roles and responsibilities

Learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support

Module 2: Relationship management

Discover the importance of team work, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork

Module 3: Effective communication skills and competencies

Identify and develop the core competencies of communication required on the service desk

Module 4: Problem solving

Examine the process and practice the techniques

Module 5: Effective rapport and conflict management skills

Learn how to deal successfully with a variety of people and situations, including the difficult ones

Module 6: Effective processes management

Establish the need for processes and procedures for call handling and how to create high-quality documentation

Module 7: IT Service Management

Learn about the role of the service desk in the incident management process such as best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge and service level management, IT security

Module 8: Quality assurance activities

Review the importance of quality processes, customer satisfaction surveys and the benefits of metrics

Module 9: Tools and technologies

Gain an insight in to the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology

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