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Service Desk Training

  • SDI Training in luxury nationwide venues
  • Includes pre-course material, manual, exam and certificate
  • Courses delivered by world class SDI Training instructors
  • Book Online or Call 0800 0353 257 to speak to a SDI Training advisor today

Browse our list of upcoming courses below

Book Online or Call 0800 0353 257 to speak to a training advisor

Course Date Venue Duration Price Book Online
Service Desk Analyst (SDA) 18/12/2017 Birmingham 3 days £1299 Book OnlineEnquire
Service Desk Analyst (SDA) 18/12/2017 Leeds 3 days £1449 Book OnlineEnquire
Service Desk Analyst (SDA) 18/12/2017 Reading 3 days £1449 Book OnlineEnquire
Service Desk Analyst (SDA) 18/12/2017 Glasgow 3 days £1449 Book OnlineEnquire
Service Desk Analyst (SDA) 25/12/2017 London 3 days £1249 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Luton 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Leicester 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Peterborough 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Warwick 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Windsor Town 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Wolverhampton 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Doncaster 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Northampton 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Kingston upon Hull 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Hinckley 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Wakefield 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Coventry 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Dunfermline 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Buxton 3 days £4149 Book OnlineEnquire
Service Desk Analyst (SDA) 02/01/2018 Bolton 3 days £4149 Book OnlineEnquire
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FAQs

  • What publications are available?

    There is the 'Service Desk Certification - A Pocket Guide' is available as a free download

  • What do you provide me on the course?

    We provide pre-course reading, The Knowledge Academy courseware folder, exam and refreshments

  • Does the course include exams?

    The course includes the exam which will be taken on the final day of the course (day 3)

  • Are there any prerequisites for the course?

    There are no prerequisites for this course

Overview

Course Outline

Roles and Responsibilities

Identify and understand the role and responsibilities of the professional Service Desk Analyst

Understand the role and responsibilities of the Service Desk

Develop an understanding of Relationship Management from the Service Desk perspective

Identify and agree the key requirements for delivering customer satisfaction

Effective Communication

Understand the principles of effective communication in customer support

Understand the differences between face to face, telephone and written communication

Identify ways to enable us to communicate more effectively

Understand how our attitude and approach can influence and affect others

Customer Service Skills and Competencies

Understand how to ask questions skilfully

Determine the importance of good listening skills

Understand the importance of customer service skills in the IT environment

Determine the importance of effective cross-cultural communication

Understand that assertiveness and confidence are necessary qualities for the SDA

Determine methods of dealing with conflict

The Service Desk Environmen

Examine issues, both internal and external, that can affect our motivation

Understand the importance and relevance of ethics within the workplace

Determine the importance and benefits of effective teamwork

Process Management

Understand the ITSM processes most closely linked to the Service Desk

Identify the responsibilities the Service Desk has within those processes

Understand the importance of effective incident, problem, change, escalation and asset management processes

Managing, Meeting and Maintaining Service Level

Determine the value and benefits of Service Level Agreement

Determine the need for and benefits of metrics and objectives within the support environmen

Understand the importance of effective Customer Satisfaction surveys

Problem Solving

Determine the steps taken during the problem solving proces

Understand the benefits of using a creative problem solving approac

Identify techniques for creative problem solvin

Tools and Technologies used in Customer Suppor

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

Understand and use the terminology of the support industry

Determine the benefits of the tools and technologies we use

Determine methods for implementing Self-Help and Self Service for end-users 

What's Included

  • The courseware Book
  • Pre-Course Material
  • Exam 
  • Certificate
  • Experienced Instructor
  • Refreshments

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Send us your onsite requirements and we will provide a tailor made course for you!

Contact

T.  0800 0353 257
E: info@trainingdeals.co.uk

1 Bell Street, Maidenhead, Berkshire, SL6 1BU

Course Outline

Roles and Responsibilities

Identify and understand the role and responsibilities of the professional Service Desk Analyst

Understand the role and responsibilities of the Service Desk

Develop an understanding of Relationship Management from the Service Desk perspective

Identify and agree the key requirements for delivering customer satisfaction

Effective Communication

Understand the principles of effective communication in customer support

Understand the differences between face to face, telephone and written communication

Identify ways to enable us to communicate more effectively

Understand how our attitude and approach can influence and affect others

Customer Service Skills and Competencies

Understand how to ask questions skilfully

Determine the importance of good listening skills

Understand the importance of customer service skills in the IT environment

Determine the importance of effective cross-cultural communication

Understand that assertiveness and confidence are necessary qualities for the SDA

Determine methods of dealing with conflict

The Service Desk Environmen

Examine issues, both internal and external, that can affect our motivation

Understand the importance and relevance of ethics within the workplace

Determine the importance and benefits of effective teamwork

Process Management

Understand the ITSM processes most closely linked to the Service Desk

Identify the responsibilities the Service Desk has within those processes

Understand the importance of effective incident, problem, change, escalation and asset management processes

Managing, Meeting and Maintaining Service Level

Determine the value and benefits of Service Level Agreement

Determine the need for and benefits of metrics and objectives within the support environmen

Understand the importance of effective Customer Satisfaction surveys

Problem Solving

Determine the steps taken during the problem solving proces

Understand the benefits of using a creative problem solving approac

Identify techniques for creative problem solvin

Tools and Technologies used in Customer Suppor

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

Understand and use the terminology of the support industry

Determine the benefits of the tools and technologies we use

Determine methods for implementing Self-Help and Self Service for end-users