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Service Desk Institute – Service Desk and Support Analyst

Service Desk Institute – Service Desk and Support Analyst
Course Description Overview

Course Specifications

The use of these materials assumes delivery by a properly accredited trainer through an appropriately certified training organization. 

Course Number:


Course Length:

3 days

Course Description Overview:

The Service Desk & Support Analyst (SDA) three day course recognises an individual’s knowledge of customer service competencies and certifies that they have the skills required to work in the support industry. An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage.


The Guide has been written by leading industry experts and is part of the Service Desk Institute (SD) stream of courses. This training event is designed to prepare candidates to work within and manage customer support environments.

Course Objectives:

The SDA course is focused on equipping support analysts with the skills essential to deliver excellent levels of customer service and support. The course also looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews 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. It is based upon the standards and objectives for SDI’s Service Desk & Support Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDA exam.


The core concepts covered in the SDA course are:


· Roles and Responsibilities

· Effective Communication

· Customer Service Skills and Competencies

· Determine the importance of effective cross-cultural communication

· The Service Desk Environment

· Process Management

· Managing, Meeting and Maintaining Service Levels

· Problem Solving

· Develop a clear understanding of the support tools and technologies available to Service Desk Analysts


The SDI qualification is an open qualification standard that is independent of any other training curriculum. SDI is the administrator, facilitator and arbitrator of the standards. The exams are independently administered and proctored.


Target Student:

Although there is no mandatory requirement, ideally candidates should have an awareness of working in a service or support department or team. The SDI Service Desk & Support Analyst course would suit candidates working in the following professions or areas:


· Support Analysts

· Service Desk Analysts

· First-line Analysts

· Second-line Analysts

· Client Supports

· Desktop Support Analysts

· Customer Support Officers

· Technical Support Analysts

· Service Centre Analysts


The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.



There are no prerequisites to attending this Service Desk & Support Analysts course, although it is recommended that candidates should have a good understanding of service desk activity and objectives.


Course-specific Technical Requirements Hardware:


Course-specific Technical Requirements Software:
Course Content:

Module 1 – Roles and Responsibilities


• Roles and responsibilities

• Activities of the service desk

• Expectation of customers

• The role of service desk management

• Service desk and support analyst roles

• Personal professional development

• The service desk and best practice

• The organisations policies

• Local and international legislation

• Service commitments and ethics

• Good service attitude, skills and knowledge

• Quality and service expectations

• The supportive workplace

• Typical service desks


Module 2 – Relationship Management


• Teamwork

• Relationship management

• Customer relationship techniques – Organisation

• Customer relationship techniques – Colleagues

• Customer relationship techniques – Customers

• Cultural awareness and sensitivity

• Language barriers

• Communication techniques

• Obtaining language assistance


Module 3 – Effective communication skills and competencies


• Elements of communication

• Customer communication

• Emotional intelligence

• Communications protocols

• Barriers to communications

• Ineffective communication

• Verbal skills

• Adapting your communication style

• Non-verbal communication

• Listening skills

• Activing listening

• Written communication

• Using questions effectively

• Types of question types and use of them

• Problem solving

• Creative thinking


Module 4 – Effective rapport and conflict management skills


• Empathy

• Common emotions and actions

• Dealing with negative reactions

• Signs of conflict and frustration

• Your role in conflict resolution

• Successful negotiation

• Professional contact management

• Interaction and call management

• Standard telephone greetings

• Focussing the customer attention

• Unsupported products

• Unprofessional call management

• Silent time

• Routing call handling procedures

• Techniques to manage difficult situations

• Disengaging calls professionally

• Stress management

• Time management techniques

• Types of customer behaviour

• Confidence


Module 5 – Effective processes and IT Service Management


• Process management

• Importance of documentation

• Why follow processes and procedures

• Incident management

• Request fulfilment

• Problem management

• IT change management

• Service level management

• Service catalogue

• Knowledge management

• IT security management

• Software licence management

• IT service continuity management


Module 6 – Quality assurance activities


• Quality assurance

• Interaction monitoring

• Incident and request monitoring

• Customer satisfaction surveys

• Service desk metrics

• Common service desk measurements


Module 7 – Service desk technologies and tools


• Telephony systems

• Technology for ITSM processes

• Service desk internet technologies

• Assisted service delivery models

• Support delivery models

• Telephone support

• Remote support

• Desk side support

• Basic IT components

• Automatic call distribution (ACD)

• Computer telephony integration (CTI)

• Self service technology

• Self healing technology

• Social media

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Certification reference (where applicable)