The Service Desk Analyst certification focuses on the importance of Service Desk support which aims to consistently deliver the required IT service levels. A service desk is a central hub for communication and provides a single point of contact (SPOC) between an organization and its employees, customers, and business partners. Service Desk Analysts should then ensure that users receive timely and appropriate technical assistance.
This course looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise.
It is based upon the standards and objectives for SDI™’s Service Desk Analyst qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDA exam with PeopleCert.
The Service Desk Analyst 8th edition certification course validates a candidate’s knowledge on:
•A thorough grounding in the skills, competencies and knowledge required of a professional 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 •The ability to identify customer needs and motivations and the impact this has in dealing with a variety of situations •An awareness of relationship building techniques •Understanding the importance of measuring and monitoring customer satisfaction
Includes quizzes, student materials and an official trial exam – No additional resources are required – everything that you need to understand the topics of the SDA course is included. The official exam is also provided in the price of this course.
Upon successful completion of the official exam with PeopleCert, candidates become officially qualified ‘SDI™ – Service Desk Analysts’.
The Service Desk Analyst 8th edition certification validates a candidate’s knowledge on:
• A thorough grounding in the skills, competencies and knowledge required of a professional 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 • The ability to identify customer needs and motivations and the impact this has in dealing with a variety of situations • An awareness of relationship building techniques and the need for cultural sensitivity
There are no mandatory prerequisites.
Exam Information
Number of questions: 60 Multiple-choice questions Pass mark: 65% Duration: 60 minutes Closed book
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