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Service Desk Analyst (SDA)

This course equips you with the skills and knowledge essential for delivering excellent levels of customer service
and support. Covering three days of learning, plus an exam at the end of the course, analysts will fully explore the
modules covered in SOi’s professional standard for Service Desk Analysts.

The SDA qualification course is for front-line IT service and support analysts who work 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.

Course Modules

Roles and Responsibilities

Learn everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver service excellence.

Relationship Management

Discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service and dealing effectively with difficult situations.

Effective Communications Skills

Develop the core competencies for the effective communication required on the service desk including telephone, listening and writing skills.

Effective Rapport

Learn how to deal successfully with a variety of people, behaviors, and situations, including the difficult ones.

Quality Assurance Activities

Review the importance of having quality processes, conducting customer satisfaction surveys and the value and benefits of metrics.

Effective Process Management

Establish the need for processes and procedures and how to create high-quality documentation.

IT Service Management

Learn about the incident management process including the importance of accurate call logging, best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge management, service level management and IT security management.

Problem Solving

Examine the process and practice the techniques of creative problem-solving.

Service Desk Technologies

Identify common technologies and examine the methods of support used by the service desk such as remote support, desk-side support, online chat, self-service and self-help.

Tool and Techniques

Gain insight into common service desk technologies and take a look at the basics of ACD and IP technology, and social media.

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