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Overview

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. This course is perfect for analysts looking to grow in their role and gain a recognized qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the modules covered in SDI’s professional standard for Service Desk Analysts and will equip all Service Desk Analysts the essential skills and knowledge needed for delivering customer service and support excellence.
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What You'll Learn

This course is designed to provide service desk and support analyst with the skills to work consistently within industry recognized standards and in-line with the best practices guidelines. It reviews the four key concepts covered in the standards: professionalism and roles, analyst skills, process and supported technologies and enabling tolls, on which the skills, competencies and knowledge required to deliver professional and effective support are based.

Who Should Attend

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.
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Prerequisites

There are no pre requisite requirements for taking the Service Desk Analyst training

Learning Journey

Coming Soon...

The Service Desk Analyst training comprises ten primary sections, covering the following topics:

  • Roles and responsibilities
  • Relationship Management
  • Effective Communication Skills
  • Effective Rapport
  • Quality Assurance Activities
  • Effective Process Management
  • IT Service Management
  • Problem Solving
  • Service Desk Technologies
  • Tools and techniques

Typically, each day of the course will cover 3to 4 sections, using lecture, group activities and practice questions.

Instructors

Scott Duffy

Bestselling Azure & TOGAF® Trainer, Microsoft Azure MVP

4.8 (4.1k)
|
10 Courses
profile-instructor-a.png
Scott Duffy

Bestselling Azure & TOGAF® Trainer, Microsoft Azure MVP

4.8 (4.1k)
|
10 Courses
profile-instructor-a.png

Delegates who successfully completed the course and pass the exam will be awarded the Service Desk Analyst certification by APMG/SDI

Frequently Asked Questions (FAQs)

  • Why should I pick up this course and get certified?

    Career Advancement: Boost your earning potential and unlock new job opportunities.

    Stay Relevant: Keep your skills current in the ever-changing tech landscape.

    Problem-Solving Prowess: Hone your critical thinking and problem-solving abilities.

    Hands-On Experience: Apply your knowledge through practical labs and projects.

    Expand Your Network: Connect with industry experts and like-minded professionals.

  • Why take this course with Trainocate?

    - Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 24 countries (and counting!).

    - Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.

    - Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.

    - Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.

    - Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.

    - Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

Keep Exploring

Course Curriculum

Course Curriculum

Training Schedule

Training Schedule

Exam & Certification

Exam & Certification

FAQs

Frequently Asked Questions

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Improve yourself and your career by taking this course.

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