Type
Virtual
Classroom ILT
Skill Level

Available dates
Learning Path
Virtual
Duration
1 Day

TYPE
Virtual
Classroom ILT
LEARNING PATH
SKILL LEVEL

DURATION
AVAILABLE DATES
Choose date
From: R8 400,00
Price excluding VAT
Introduction:
The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work within the IT service and support industry.
Audience profile:
The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment. It is suitable for analysts looking to grow in their role and gain a recognised qualification in their profession. This qualification will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.
Pre-requisites:
There are no formal prerequisites for this course.
Course objectives:
On completion of this course you will be able to:
- Explain the four key concepts that describe the required skills, competencies and knowledge for the service desk and support analyst
- Summarize the role and responsibilities of the service desk and the service desk analyst
- Explain the importance of having a service attitude and practicing personal accountability in a service and support environment
- Identify the attributes, skills and knowledge required to fulfil the role effectively
- Recognize when to use those attributes, skills and knowledge to deal effectively with a variety of situations
- Explain how to better identify customers’ needs and motivations
- Explain the benefits of teamwork
- Identify the skills for handling difficult situations and how to apply them
- Summarize the need for effective and well thought out processes and procedures
- Describe the key IT service management processes in the areas where the service desk has clear responsibilities
- Recognize the benefits of having service level agreements and a well-defined service catalogue
- Explain the importance of knowledge management to effective service desk and support operations
- Recognize the importance of quality management activities
- Explain the purpose of managing customer feedback
- Identify the need for and value of metrics in the service desk environment
- Describe common methods for delivering service and support
- Explain the benefits and risks associated with some of the commonly available tools and technologies that service desk staff and customers may use
- Prepare for taking the service desk analyst examination
Lesson 1: Roles and Responsibilities | |
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Lesson 2: Relationship Management | |
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Lesson 3: Effective Communication Skills | |
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Lesson 4: Problem Solving | |
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Lesson 5: Effective Rapport and Conflict Management Skills | |
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Lesson 6: Effective Process Management | |
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Lesson 7: IT Service Management Part 1 | |
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Lesson 8: IT Service Management Part 2 | |
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Lesson 9: Quality Assurance for the Service Desk | |
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Lesson 10: Service Desk Technologies | |
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Associated certifications and exam:
This course will prepare delegates to write the Service Desk Analyst Examination.
Successfully passing this exam will result in the attainment of the Service Desk Institute Analyst Certification
Exam Format:
- 60 questions, multiple choice examination
- Closed Book
Duration:
- 60 minutes to complete this exam
Pass Score:
- 39 marks required to pass (out of 60 available)
On successful completion of this course students will receive a Torque IT attendance certificate.
SDI™ is a trademark of Customers International Ltd.

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.