The SDA qualification course is for the front-line IT service and support 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.
The objectives of the course are to provide service desk and support analysts with:
A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations and how to handle difficult situations The ability to recognize the importance of teamwork in the support environment Knowledge of core IT service management processes and the role of the service desk within these Practical problem solving techniques to help resolve customers’ issues first time An understanding of service desk metrics, service level agreements, customer satisfaction surveys, and the latest service desk tools and technologies An awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity Practical preparation techniques for passing the service desk and support analyst examination
This training program is delivered by Reetus
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