SDi Service Analyst

A training programme leading to the Service Desk Analyst qualification

The Service Desk Analyst is a three-day training course which leads to the Service Desk Analyst qualification.  Students debate the skills, knowledge and attributes required for staff to succeed in their roles, learn the importance of customer relationship management and review the service skills required to develop and maintain good working relationships with customers and peers.


Course Code
3 Days
Delivery Style
Course Type
Public or Private
Max Delegates
Available as Nutshell

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  • Date08 Jul 2019
  • VenueWorcester
  • Cost£970
  • AvailabilityAvailable
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The above prices include an exam fee of £115.00

Guaranteed to run

Purpose of this course

The course looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews key issues such as; service level agreements; the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise.

Who is this course for

Aimed at service desk and support analysts with at least 9 months’ experience in an IT service and support environment. Training and certification provides essential development and a recognized certification.

You will learn how to
  • Deliver efficient and effective support in the Service Desk environment
  • Use best practice skills to deal effectively with a variety of situations
  • Identify customer needs and motivations
  • Handle difficult situations
  • Work in a Highly effective SD team
Benefits for your organisation

Businesses now run on technology.  That technology needs to be supported.  Having a highly effective Service Desk has now become critical to the success of any modern business.  This course ensures analysts work to consistent, industry recognised standards and in line with best practice guidelines

Benefits for you as an individual

The course is based upon the standards and objectives for SDI's Service Desk Analyst qualification and ensures that students have the knowledge, information and tools to take the SDA exam and gain an industry standard best practice qualification.

Roles & Responsibilities

Role and responsibilities of the SDA
Role and responsibilities of the Service Desk
Best practice within the support industry
The importance of meeting commitments and delivering service excellence
To determine the attributes, skills and knowledge of a successful SDA

Relationship Management

The meaning of customer service within the IT support environment
Key elements for delivering customer satisfaction
Relationships and the important of teamwork
Customer relationship management
Cultural awareness and sensitivity in the support environment

Effective Communication Skills & Competencies

Importance of effective of communication
Ways to ensure your communication is effective
Professional call management
Differences between face to face, telephone and written communication<
Importance of good listening skills
Getting it right when you write
Good questioning skills, and the different types of questions that we ask

Effective Rapport and Conflict Management Skills

Empathy and how it should be used
Effective conflict management and resolution skills
Effective negotiation
Learn how to deal with difficult user situations
Stress: causes, symptoms and how to manage it
Behaviour: assertive, aggressive and passive

Quality Assurance Activities for The Service Desk

The importance of Quality Assurance processes
Effective customer satisfaction surveys
Three types of popular customer satisfaction surveys used in the Service Desk environment
Service Desk measurements and statistics

Effective Process Management

Understand what ’Process Management’ means
Well thought out processes and procedures
Processes for call handling
Importance of high-quality call documentation

IT Service Management

Key responsibilities of the Service Desk
Logging Incidents correctly and clearly
Value of SLAs, OLAs and UCs
2 types of escalation and the importance of providing timely status updates
The role the Service Desk plays in the main ITSM processes
Problem Management - IT Change Management - Knowledge Management - Security Management - Service Continuity Management

Problem Solving

Steps taken during the problem-solving process
Benefits of creative problem-solving
Techniques for creative problem-solving
Learn about analytical problem-solving skills

Service Desk Technologies

Commonly used technologies within the support environment
Recognise commonly used methods of support
Benefits and disadvantages of remote control
instant messaging and chat with the Service Desk
The basic anatomy of a network
Primary components of laptop or desktop systems
Identify some common peripheral devices

Tools and Technologies

Learn the basics of PBX, ACD and IP telephony
Purpose, advantages and disadvantages of CTI
The role of self-service technology in the Service Desk environment
The role of self-help technology for users
Common uses for self-service technology
Advantages and potential disadvantages of self-service technology
Purpose and advantages of self-healing technology


The SDI's SDA is for individuals who have studied the support profession for at least one year, have been working in a second or third level support role for six months, or have been working in a support profession for six to twelve months.


More about the exam

At the end of the course there is a 60 minute, multiple choice closed book exam.  There are 60 questions and 65% (39 correct answers) are needed to pass.


Exam Fee

About the Lead Trainer

Toby is a Project, Programme and Risk Management trainer with over twenty years’ experience in both public and private sector delivery. An accountant by profession, he is a rare breed in that he does indeed have a sense of humour. Very much a family man, if you meet him, no doubt you will hear about the ‘Boos’ in his attempt to bring aspects of the subject to life.