This course accompanies the SDI Service Desk Analyst Professional Standard and is designed to equip analysts with the skills and knowledge essential to delivering an excellent customer support experience.
Aligned with ITIL® 4, it compliments most service management frameworks and support models while focusing on building relationships to ensure customer needs are met within agreed service levels.
Attend from anywhere, this course is delivered by our expert instructor, in our virtual classroom over 3-days.
While the principles are relevant to all service and support staff, the SDA qualification course is primarily aimed at first and second-line IT service and support analysts with some experience of the service desk environment. The course is ideal for analysts looking to grow in their role and gain a recognised qualification within their profession. It enables them to gain a deeper understanding of the impact their role has on business efficiency and empowers them to identify opportunities for improvement.
The principles learned on this course can be embedded into quality assurance activities for IT service operations. Broadening the scope across the whole support operation can assure quality in the end-to-end support service. Gaining the SDA qualification provides a clearly defined measure of success for recognising and rewarding analysts as part of career progression, as well as raising the profile and promoting the professionalism of the service desk and support operation
The course covers:
At the end of your SDA course, candidates will have an understanding of the following:
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
There are no mandatory prerequisites.
This course comes with access to accredited course materials.
SDI Service Desk Analyst online exam voucher, valid for 12-months from the date of issue.
A Take2 exam re-sit is included if there is a 'failure' result from the first attempt. Take2 will not be available from a missed or absent exam attempt.
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
