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Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
Certified Service Desk Manager Exam
This course has been carefully designed to provide Service Desk Managers and Supervisors with a coherent understanding of the Service Desk and Support Environment. This course is set out in a modular format:
Module 1: Defining Strategic Requirements
Module 2: Developing a Strategic Role
Module 3: Essential Management Skills
Module 4: Integrating the Service Desk
Module 5: Promoting the Service Desk
Module 6: Quality Assurance Activities
Module 7: Effective Management of Tools and Technologies
Module 8: Staff Recruitment and Retention
Module 9: Professional Development
Module 10: Leadership and Management
Module 11: IT Service Management
Module 12: Service Management Framework
(359 remaining)
This Certified Service Desk Manager (CSDM) Training Course is designed to equip participants with the skills and knowledge necessary to effectively lead and manage service desk operations. This training course is especially beneficial for:
There are no formal prerequisites for this Certified Service Desk Manager (CSDM) Training Course. However, some prior experience in Service Desk or IT support roles would be beneficial.
The Service Desk Manager must undertake roles such as controlling and managing the overall smooth running of the service desk and deal with any incidents that occur. In a course lasting four days, delegates will develop their understanding of Service Desk management best practice. Training is intensive and designed to ensure that candidates are grounded in the skills and techniques need to guide, inspire, and manage a Service Desk team.
To achieve the Certified Service Desk Manager (CSDM), candidates will need to sit for an examination. The exam format is as follows:
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
Service Desk Analyst (SDA) Exam
Domain 1: Professionalism and Roles
Module 1: Service Desk
Module 2: Service Desk Analyst
Module 3: Best Practice
Module 4: Policies and Governance
Module 5: Personal Accountability
Module 6: Service Attitude
Module 7: Teamwork
Module 8: Business Relationships
Module 9: Cultural Awareness
Domain 2: Analyst Skills
Module 10: Communication
Module 11: Verbal and Non-Verbal Communication Skill
Module 12: Listening Skills
Module 13: Written Communication
Module 14: Questioning Skills
Module 15: Problem Solving
Module 16: Rapport Techniques
Module 17: Conflict and Negotiation Skills
Module 18: Interaction Management Skills
Module 19: Resilience
Module 20: Time Management
Module 21: Positive Approach and Attitude
Module 22: Professional Development
Domain 3: Practices, Processes and Procedures
Module 23: Practices, Processes and Procedures
Module 24: Incident Management
Module 25: Service Request Management
Module 26: Recording Incidents and Requests
Module 27: Explain the Two Types of Escalation
Module 28: Status Updates
Module 29: Problem Management
Module 30: Change Enablement
Module 31: Service Level Management
Module 32: Service Catalogue Management
Module 33: Service Delivery Model
Module 34: Knowledge Management
Module 34: Information Security Management
Module 35: Service Continuity Management
Module 36: Quality Assurance Program
Module 37: Managing Customer Feedback
Module 38: Service Desk Metrics and Statistics
Domain 4: Resources
Module 39: Support Methods
Module 40: Self-Service
Module 41: Automation
Module 42: Artificial Intelligence (AI)
Module 43: Social Media
(359 remaining)
This Service Desk Analyst Course is suitable for Analysts looking to grow in their role and acquire a recognised qualification for managing a Service Desk System. This training course is suitable for these professionals:
There are no formal prerequisites to attend this SDA Course. However, some experience in managing a first or second-line Service Desk will be beneficial.
Service desk is a ticket management system that allows enterprises to manage effective workflow for internal and customer-facing departments. A service desk is also a Single Point of Contact (SPOC), used for daily interactions between service providers and users. It helps to handle events, services, user communications, changes in services plans, etc. This training is designed to provide you with various primary skills required to become a Service Desk Analyst. In addition, this training will also help you gain many job opportunities in various professions, such as IT support, helpdesk/service desk, support analyst, etc., in prominent organisations.
This 3-day Service Desk Analyst (SDA) training course provides the delegates with the essential skills and knowledge required for delivering effective customer service and support quality. They will learn about various concepts such as characteristics of a good service attitude, role and responsibilities of the Service Desk Analyst, business relationships, problem-solving, resources, managing customer feedback, Artificial Intelligence (AI), etc. Our highly experienced and expert trainer will provide this training and help you to get the required knowledge and skills to get more job opportunities with enhanced payscale. This course is fully accredited by PeopleCert on behalf of AXELOS, a world-leading best practice provider.
They will also learn the following essential topics:
After attending this training, delegates will be able to identify customer needs and handle difficult situations in their organisation. They will also manage incidents or services in IT support and handle user communications for things like outages and planned changes to services.
If delegates want to improve their knowledge and skills of using Service Desk and support their career advancement further, then they can choose our other popular course, Certified Service Desk Manager (CSDM), to fulfil their desired goals.
The Service Desk Analyst (SDA) Exam assesses individuals' knowledge and skills related to service desk operations and customer support. This certification focuses on evaluating an individual's ability to effectively handle and resolve incidents, requests, and inquiries from users and customers.
Module 1: Introduction to Service Desk Senior Analyst Role
Module 2: Communication and Customer Service
Module 3: Incident and Request Management
Module 4: Problem Management
Module 5: Request Fulfilment
Module 6: Service Level Management
Module 7: Customer Relationship Management
Module 8: Knowledge Management
(359 remaining)
The Service Desk Senior Analyst Training course is tailored to impart advanced skills necessary for senior service desk roles. This course addresses the nuances of IT support, service management and this course can be beneficial for various professionals, including:
There are no prerequisites required for the Service Desk Senior Analyst Training Course.
A Service Desk Senior Analyst is a person who is responsible for making sure that IT services are provided within a company successfully and efficiently. They are providing support to end-users, troubleshoot, and resolve technical problems. Studying this training provides individuals with guidelines and knowledge for delivering IT services to meet business needs. This training helps learners collaborate with other IT experts to fix problems and be able to effectively communicate technical knowledge to non-technical people. Pursuing this training helps individuals get equipped with the necessary skills and techniques to enhance their career opportunities and ultimately increase their earnings.
In this 1-day Service Desk Senior Analyst Training course, delegates will gain comprehensive knowledge of the roles and responsibilities of a service desk senior analyst. During this training, they will learn about managing projects related to IT service delivery, such as software upgrades or system migrations. They will also gain an understanding of basic networking principles, operating systems, and software applications. The Knowledge Academy’s highly professional and knowledgeable tutor, who has years of teaching experience, will conduct this training.
Course Objectives
After completing the Service Desk Senior Analyst Training, the delegates will be able to use the abilities they gained, such as communication and problem-solving techniques, the ITIL framework, technical expertise, and leadership skills, in their day-to-day work. They will be able to provide timely and effective solutions, manage teams, and prioritise work, resulting in improved customer satisfaction and operational efficiency.
Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on 01344203999 or Enquire.
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
We are accredited by PeopleCert on behalf of AXELOS
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water