Service Desk Analyst Including Exam

PM-SDA
Silver laptop sitting alongside a coffee cup, smartphone and desk plant

Type

Virtual

Orange and black virtual icon

Classroom ILT

Orange and black virtual icon

Skill Level

Introduction

Available dates

April 29, 2024
May 6, 2024
June 18, 2024
July 22, 2024
August 19, 2024

Learning Path

IT Governance and Service Management
Orange and black technology icon

Virtual

Duration

3 Days
Black and orange duration icon

1 Day

Silver laptop sitting alongside a coffee cup, smartphone and desk plant

TYPE

Virtual

Lecturer teaching class icon

Classroom ILT

Lecturer teaching class icon

LEARNING PATH

IT Governance and Service Management
Orange and black technology icon

SKILL LEVEL

Introduction

DURATION

3 Days
Black and orange duration icon

AVAILABLE DATES

April 29, 2024
May 6, 2024
June 18, 2024
July 22, 2024
August 19, 2024

Choose date

From: R8 400,00

Price excluding VAT

Introduction

The Service Desk Analyst course will provide delegates with skills and knowledge to interact with customers while gaining a career enhancing qualification. In addition, delegates will be taught about the four key concepts from the SDA standard namely, professionalism and roles, analyst skills, process supported technologies and enabling tools.

 

Audience profile

Service desk and support analysts with at least 9 months experience in an IT service and support environment. Job roles include:

  • Support Analyst
  • Service Desk Analyst
  • First-line Analyst
  • Second-line Analyst
  • Client Support Technician/Consultant
  • Desktop Support Analyst
  • Customer Support Officer
  • Technical Support Analyst
  • Service Centre Analyst

 

Pre-requisites

There are no formal prerequisites for this course.

SDI Overview

The Service Desk Institute (SDI) has been connecting service desk professionals across the world since 1988 and is the leading global community for everyone working in the service desk industry.

With a passion for providing industry best practice and sharing knowledge, SDI has dedicated the last 30+ years to guiding, inspiring and connecting ITSM and service desk communities. A respected, trusted and independent advisor to the service desk industry, SDI has inspired thousands of organisations and professionals around the world to embark on their own journeys of service improvement and to be the best they can possibly be.

The Service Desk Institute’s internationally recognized Standards for service desk and IT support professionals set out clear definitions for the key service desk roles and form the basis of SDI’s Service Desk Analyst (SDA) and Service Desk Manager (SDM) qualifications.
The qualifications verify candidates’ understanding of service desk requirements and skills and are designed to positively impact the effectiveness of the critically important IT support functions that keep today’s organisations’ technology running.

Service Desk Institute, SDI® and the SDI logo® are registered trademarks of Customers International Ltd.