The SDI Service Desk Analyst Course provides the essential skills and knowledge required for delivering customer service and support excellence. 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.
Course Modules
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.
Domain 1: Professionalism and Roles
- Service Desk
- Service Desk Analyst
- Best Practice
- Policies and Governance
- Personal Accountability
- Service Attitude
- Teamwork
- Business Relationships
- Cultural Awareness
Domain 2: Analyst Skills
- Communication
- Verbal and Non-Verbal Communication Skill
- Listening Skills
- Written Communication
- Questioning Skills
- Problem Solving
- Rapport Techniques
- Conflict and Negotiation Skills
- Interaction Management Skills
- Resilience
- Time Management
- Positive Approach and Attitude
- Professional Development
Domain 3: Practices, Processes and Procedures
- Practices, Processes and Procedures
- Incident Management
- Service Request Management
- Recording Incidents and Requests
- Explain the Two Types of Escalation
- Status Updates
- Problem Management
- Change Enablement
- Service Level Management
- Service Catalogue Management
- Service Delivery Model
- Knowledge Management
- Information Security Management
- Service Continuity Management
- Quality Assurance Program
- Managing Customer Feedback
- Service Desk Metrics and Statistics
Domain 4: Resources
- Support Methods
- Self-Service
- Automation
- Artificial Intelligence (AI)
- Social Media
