SM SDi Service Analyst

Course Code: SDI3SDA



3 Day(s)

Course Type

Public or Private

Max Delegates


Delivery Style


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.  

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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.

Purpose of the 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.

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


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.


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.

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

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

Additional Exam Information

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.

If taken as online proctored exam there is an additional £25 fee payable per exam.
I found the course very interesting and discovered some things about myself I hadn't thought of before.
- Peter Norman, FirstPort
Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
- Darren Hadley, National Grid Transco
Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
- Faye Mahoney, Tarmac
Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
- Richard James Thomas, University Of Birmingham
Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
- Will Steward

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