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SDI™ Service Desk Analyst

Code:
SDA
Days:
3 Days
Price:
$1,800 excl GST
Code:
SDA
Days:
3 Days
Price:
$1,800 excl GST
Overview:
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.

Download Course Outline
Course Outline (PDF)

Objectives:

After completing this course, students will have:

  • Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
  • Practical knowledge of how to use these skills to deal effectively with a variety of situations
  • A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
  • Understand the importance of teamwork in the support environment
  • A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst

Target Audience:

1st line IT support, Helpdesk/Service Desk and support analysts with at least 9 months experience in an IT service and support environment.

Prerequisites:

There are no formal prerequisites for this course.

Additional Information:

Certification
Holders become qualified 'SDI - Service Desk Analyst'

Examination
A closed book, multiple-choice exam is taken at the end of the course. The exam lasts one hour and consists of 60 questions. 45 out of 60 marks are required to pass (75%). For those delegates answering 52 or more questions correctly (87%), a higher mastery pass mark is awarded.

 

Register now for this course

Please take special note of the course prerequisites as it is important that you meet these requirements before attending the course. If you have any questions about dates or locations please dont hesitate to make an enquiry contact us on 0800 835 835.

Auckland

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