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 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.
