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Service Desk Analyst (SDA) Training

  • Training Duration:
  • 3 Days
  • Training Environment:
  • On-site at the Institution
  • In DVA Classrooms
  • Online
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About the Training

The Service Desk Analyst (SDA) Training is designed for professionals playing a critical role in service desk operations. This training helps develop the essential skills and knowledge needed to become an effective service desk analyst.

Key areas of focus in the training include:

  1. Service Desk Operations:
    Participants will learn the fundamental principles of service desk operations, including service desk technologies, business processes, user support, and Service Level Agreements (SLA).
  2. Communication Skills:
    Service desk analysts must communicate effectively with customers and resolve issues efficiently. The training covers professional communication skills, active listening, effective verbal and written communication, and conflict resolution techniques.
  3. Technical Skills:
    The training develops technical skills in understanding and managing various technologies and systems, including software applications, hardware, network technologies, and service management tools.
  4. Problem Solving and Troubleshooting:
    Service desk analysts require strong problem-solving and troubleshooting abilities. The course offers knowledge on troubleshooting techniques, root cause analysis, and strategies for resolving user issues quickly and effectively.

Additionally, professionals aiming to advance their careers in the service desk role or IT service management fields often find this certification valuable.

The certification enhances an individual’s competitiveness in the job market, providing greater career opportunities. It also supports continuous professional development by fostering an understanding of best practices in service desk operations, allowing certified individuals to make these operations more efficient and effective.

What Will You Learn?

In the Service Desk Analyst (SDA) training, the following skills and topics can be learned:
  • Customer Service: Learn how to provide professional and impactful support to customers.
  • Problem Solving: Understand how to identify, resolve issues, and offer the best solutions to customers.
  • System Usage: Gain knowledge of how to use the technological systems and tools employed by businesses.
  • Reporting and Monitoring: Learn how to track, report, and monitor issues effectively.
  • Business Processes: Understand how to implement internal business processes and procedures.
  • Technical Support Terminology: Get familiar with the terms and definitions commonly used in the technical support sector.
  • Customer Satisfaction: Learn how to improve customer satisfaction through effective actions and communication.
This training will help you work successfully as a support technician, enhance customer satisfaction, and boost your company’s overall efficiency.

Prerequisites

The Service Desk Analyst (SDA) training may have certain prerequisites, which can vary depending on the company or training provider. Generally, the following prerequisites may apply:
  • Relevant Industry Experience: Having experience in IT or customer service can facilitate the learning process.
  • Computer Skills: Basic computer proficiency is required as technological systems are used in the SDA role.
  • English Proficiency: A good level of English is often necessary, as many businesses require communication with customers in English.
  • Problem-Solving Skills: SDAs need strong problem-solving abilities to identify and resolve issues effectively.
These prerequisites may vary by provider, so it’s important to check with the training provider for the specific requirements of the course.

Who Should Attend?

Individuals who may want to participate in the Service Desk Analyst (SDA) training include:
  • Those Seeking to Work in IT or Customer Service: SDA training can be beneficial for individuals looking to work in these sectors.
  • Those Interested in Developing IT Support and Customer Service Skills: The training is aimed at individuals who want to improve their knowledge and skills in these areas.
  • People Skilled in Using Technological Systems: SDA roles require the use of technological systems, making the training suitable for those with these abilities.
  • Individuals Proficient in English with Strong Communication Skills: Since SDA roles often involve communicating with customers in English, individuals with good English language skills and communication abilities may find the training beneficial.
Anyone with an interest in these topics and skills, and who meets the participation requirements set by the training provider, can attend the course to develop their expertise.

Outline

Professionalism and Roles Service Desk
  • Purpose of the Service Desk
  • Activities of the Service Desk that Demonstrate its Values
  • Role of Service Desk Leadership and Management
Service Desk Analyst
  • Role of the Service Desk Analyst
  • Responsibilities of the Service Desk Analyst
Best Practice
  • Sources of Service Desk and IT Methodologies and Best Practice
  • Maintain Knowledge of IT Standards, Frameworks, and Methodologies
Policies and Governance
  • Purpose of Organisational Policies
  • Areas Covered by Organisational Policies
Personal Accountability
  • Importance of Making and Honouring Commitments
  • How to Protect and Enhance the Image of the Service Desk?
Service Attitude
  • Explain the Terms: Attributes, Skills and Knowledge
  • Characteristics of a Good Service Attitude
  • Impact of a Good Service Attitude
  • Skills Required to Deliver Excellent Customer Service
Teamwork
  • Basic Concepts of Teamwork
  • Responsibilities of People Working in a Team Environment
  • Benefits of Teamwork
  • Characteristics of an Effective Team
  • Features Found in a Supportive Workplace
Business Relationships
  • Behaviours for Establishing Effective Relationships with Customers
Cultural Awareness
  • Demonstrate Sensitivity and Respect for Other Cultures
  • Practice Techniques for Communicating Cross-Culturally
Analyst Skills Communication
  • Describe Ways People Communicate
  • Difference Between Formal and Informal Communications
  • Barriers to Effective Communication
Verbal and Non-Verbal Communication Skill
  • Principles of Good Verbal skills
  • Principles of Good Non-Verbal Communication Skills

Listening Skills

  • Principles of Active Listening
  • Paraphrasing and its Significance
  • Advantages of Active Listening
  • Barriers to listening and Understanding
Written Communication
  • Using Correct Grammar and Spelling is Essential in Documentation and Written Communications
  • Components Needed for Writing Professional Business Communications and Documentation
Questioning Skills
  • Difference Between Open and Closed Questioning
  • Structured Questioning Technique
Problem Solving
  • Skills Needed for Effective Problem Solving
  • Steps in a Typical Problem-Solving Technique
Rapport Techniques
  • Emotional Intelligence
  • Elements of Emotional Intelligence
  • Benefits of Emotional Intelligence
  • Common Customer Emotions or Actions that an Analyst Requires to Manage
  • Methods for Acknowledging the Customer’s
  • Techniques for Dealing with Negative Reactions from Customers
Conflict and Negotiation Skills
  • Signs that Conflict is Developing
  • Appropriate Actions to Reduce and Eliminate Conflict
  • Define the Negotiation
  • Elements of Negotiation
Interaction Management Skills
  • Benefits of Professionally Managing Interactions
  • Benefits of Using a Standard Greeting
  • Actions for Managing and Redirecting Issues Related to Unsupported Items
  • Behaviours and Situations to Avoid When Interacting with Customers
  • How to Manage an Abusive Customer?
  • How to Manage an Angry Customer?
  • How to Manage an Inconvenienced Customer?
  • How to Manage an Over talkative Customer?
  • How to Manage an Emotionally Distressed Customer?
  • How to Manage a Customer that is Reluctant to End an Interaction?
  • How to Professionally Disengage from a Support Interaction?
Resilience
  • Importance of Emotional Resilience
  • Common Causes of Stress
  • Signs of Positive Stress
  • Signs of Negative Stress
  • Describe the responsibility we have to Manage Stress for Ourselves and our Colleagues
  • Actions that Reduce Stress
 

Time Management

  • What Multitasking Means in a Support Environment?
  • Techniques to Improve Time Management
  • Benefits of Effective Time Management
 

Positive Approach and Attitude

  • Differences Between Aggressive, Assertive and Passive Behaviour
  • Importance of Demonstrating Confidence
  • How Confidence is Demonstrated?
Professional Development
  • Methods for Enhancing Personal Professional Development
Practices, Processes and Procedures Practices, Processes and Procedures
  • Practice, Process, and Procedure Management
  • Importance of Documenting Practices, Processes, and Procedures
Incident Management
  • Purpose of Incident Management
  • Incident
  • Objectives of Incident Management
  • Principal Activities that the Service Desk Analyst Performs in Incident Management
  • Benefits of Effective Incident Management
  • Common Measures of Success for Incident Management
Service Request Management
  • Purpose of Service Request Management
  • Service Request
  • Objectives of Service Request Management
  • Common Measures of Success for Service Request Management
Recording Incidents and Requests
  • Primary Reasons for Recording Incidents and Requests
  • Procedure for, Information Required, to Raise an Incident or Service Request
  • Determine the Priority of an Incident or Service Request
  • Steps Required to Resolve an Incident or Service Request
Explain the Two Types of Escalation
  • Two Types of Escalation
  • Circumstances in which Escalation is Suitable
Status Updates
  • Importance of Status Updates
  • Information to Provide in a Status Update
Problem Management
  • Purpose of Problem Management
  • Problem
  • Reactive and Proactive Problem Management
  • Objectives of Problem Management
  • Service Desk’s Responsibilities in Problem Management:
  • Three Phases of Problem Management
  • Primary Activities of Problem Management
  • Common Measures of Success for Problem Management
Change Enablement
  • Purpose of Change Enablement
  • Describe a Change
  • Types of Change
  • Objectives of Change Enablement
  • Service Desk’s Responsibilities in Change Enablement
  • Activities in Change Enablement
  • Common Measures of Success for Change Enablement
Service Level Management
  • Purpose of a Service Level Management
  • Objectives of Service Level Management
  • Service Level Agreement
  • Typical Content of a Service Level Agreement that is Relevant to the Service Desk (SLA)
Service Catalogue Management
  • Purpose of Service Catalogue Management
  • Service Catalogue
  • Objectives of Service Catalogue Management
  • Necessary Components of an Entry in the Service Catalogue
Service Delivery Model
  • Different Kinds of Sourcing Methodologies and Models Available for Delivering IT Services
Knowledge Management
  • Purpose Knowledge Management
  • Objective of Knowledge Management
  • Why Knowledge Management is Important to the Service Des
  • Why it is Essential to Maintain Knowledge?
  • Common Measures of Success for Knowledge Management
Information Security Management
  • Purpose of Information Security Management
  • Objective of Information Security Management
  • Importance of Information Security Policies
  • Service Desk’s Responsibilities in Information Security Management
  • Potential Security Threats to the Organisation that Might Occur through the Service Desk
  • Types of Security Policies
  • Importance of Reporting Security Compromises
  • Importance of Legal Compliance
  • Importance of Software License Management
  • Importance of Confidentiality
Service Continuity Management
  • Purpose and Responsibility of the Service Continuity Management
  • Purpose of a Service Continuity Plan
  • Components of a Service Continuity Plan
Quality Assurance Program
  • Purpose of a Quality Assurance (QA) Program
  • Objectives of a Quality Assurance (QA) Program
  • Common QA Practices used by a Service Desk
  • Methods for Monitoring Calls and Other Interactions
  • What is Meant by Incident and Service Request Monitoring
  • Methods for Monitoring Incidents and Service Requests
  • Benefits of Interaction, Incident, and Service Request Monitoring
Managing Customer Feedback
  • Purpose Managing Customer Feedback
  • Objectives of Managing Customer Feedback
  • Common Sources of Customer Feedback
  • Components of Managing Customer Feedback
  • Three Most Common Types of Surveys and the Importance of Each Type
Service Desk Metrics and Statistics
  • Reason for Compiling Service Desk Metrics
  • Common Service Desk Metrics
  • Resources
Support Methods
  • Methods Used for Delivering Service and Support
  • Purpose of Using IT Service Management Systems in a Service Desk Environment
  • Primary Objectives of Using IT Service Management Tools
  • Benefits of Remote Support
  • Common Disadvantages of Using Remote Support Tools
  • Benefits of Using Live Chat and Collaboration Tools
  • Commons Risks of Using Live Chat and Collaboration Tools
  • Describe Automatic Call Distribution (ACD)
  • Common Automatic Call Distribution (ACD) Features
Self-Service
  • Describe Self-Service
  • Benefits of Self-Service
  • Risks of Self-Service
  • Common Examples of Self-Service
 Automation
  • Describe Automation
  • Examples of Automation
Artificial Intelligence (AI)
  • Describe AI
  • Common Examples of AI
  • Benefits of AI
  • Challenges of AI
Social Media
  • What is Meant by Social Media?
  • How to Use Social Media Tools Effectively
 

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