Overview

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 recognized qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the modules covered in SDI’s professional standard for Service Desk Analysts and will equip all Service Desk Analysts the essential skills and knowledge needed for delivering customer service and support excellence.

Skills Covered

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

  • Roles and responsibilities
  • Relationship management
  • Effective communication skills and competencies
  • Effective rapport and conflict management skills
  • Resilience
  • IT Service Management
  • Quality assurance program
  • Managing customer feedback
  • AI & automation

Who Should Attend

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.

Course Curriculum

Prerequisites

There are no pre requisite requirements for taking the Service Desk Analyst training

Download Syllabus