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Home Courses SDA: Service Desk Analyst


SDA: Service Desk Analyst

Length: 3 Days    Cost: $1,800 + GST    Version: SDI®

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About this Course

The Service Desk Analyst is a three-day training course which leads to the Service Desk Analyst qualification. The course encourages students to participate in group exercises and discussions in order to identify the roles and responsibilities of the modern Service Desk. 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.

The course also 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.


The SDI's SDA exam and training materials are 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 the support profession for six to twelve months. Examples of professional job titles include:

Analyst I and II

Technical Support Professional I and II

Customer Support Professional I and II

Individuals interested in achieving an SDI qualification will come from all industry sectors across a range of large, medium, and small sized Service Desks. They will have a desire to be recognised for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.



At Course Completion

The course ensures analysts work to consistent, industry recognised standards and in line with best practice guidelines. It reviews the four key concepts covered in the standards: Professionalism and Roles, Analyst Skills, Process, Supported technologies and enabling tools, on which are based the skills, competencies and knowledge that a service desk analyst requires in order to deliver professional and effective support.

The course is based upon the standards and objectives for SDI's Service Desk Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDA exam.

There are three key distinctions in regards to responsbility and ownership which we would like to clarify for delegates.  As the training institution, ACE is responsible for delivering the training material and facilitating the exam.  APMG is reponsible for the examination as APMG-International is a leading Examination Institute.  The overall ownership of the material belongs to SDI. 

The SDI's SDA examination candidate terms and conditions can be found at . 

Course Outline

Roles & Responsibilities
Demonstrate understanding of the role and the responsibilities of the Service Desk Analyst Demonstrate understanding of the role and the responsibilities of the Service DeskReview the concepts of best practice within the support industryDiscuss the importance of meeting commitments and delivering service excellence Examine the attributes, skills and knowledge of a successful Service Desk Analyst

Relationship Management
Learn about the importance of teamwork in the Service Desk environmentDevelop an understanding of the value and benefits of developing effective relationships with other teams Learn about the importance of developing good relationships with team colleagues Recognise the value, importance and benefits of effective customer relationship managementDiscover the importance of cultural awareness and sensitivity in the support environment

Effective Communication Skills & Competencies
Learn about the importance of effective communication, good listening skills, and telephone etiquetteIdentify ways to ensure your communication is effective and that you calls are managed effectivelyRecognise the differences between face-to-face, telephone and written communicationDiscover the value of good questioning skills, and the different types of questions that we askLearn about the importance of getting it right when you write

Effective Rapport and Conflict Management Skills
Learn about empathy and how it should be usedRecognise the importance of having effective conflict management and resolution skills Learn about the importance of effective negotiation for a Service Desk AnalystLearn how to deal with difficult user situationsGain a basic understanding of stress: the causes, the symptoms and how to manage itGain understanding of assertive, aggressive and passive behaviourLearn about the importance of being confident

Quality Assurance Activities For The Service Desk
Recognise the importance of Quality Assurance processes Discover the importance of effective customer satisfaction surveysLearn about three types of popular customer satisfaction surveys used in the Service Desk environmentDetermine the value and benefits of Service Desk measurements and statistics

Effective Process Management
Discover the meaning of the term 'Process Management' Identify the need for effective and well thought out processes and proceduresExamine an effective set of processes for call handlingLearn about the importance of high-quality call documentation

IT Service Management
Learn about key responsibilities of the Service Desk - Incident Management and Request FulfilmentRecognise the importance of logging all Incidents correctly and clearlyLearn about the two types of escalation and the importance of providing timely status updatesGain understanding of the importance and value of SLAs, OLAs and UCsConsider the various options for sourcing to provide the best service possible to our usersLearn the basics of and recognise 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
Learn about the steps to take during the problem solving processIdentify the benefits of creative problem solving Review techniques for creative problem solvingExamine analytical problem-solving skills

Service Desk Technologies
Identify commonly used technologies within the support environmentRecognise the objectives and reasons for providing telephone supportReview the benefits and disadvantages of remote controlRecognise why and how Service Desks can use instant messaging and chatReview the basic anatomy of a network, the primary components of laptop or desktop systems, and identify some common peripheral devices

Tools and Technologies
Learn the basics of PBX, ACD and IP telephonyDiscover the purpose, advantages and disadvantages of CTIExamine the role of self-service technology in the Service Desk environmentReview the role of self-help technology for usersDetermine some common uses for self-service technologyExamine the advantages and potential disadvantages of self-service technologyExamine the purpose and advantages of self-healing technology


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