The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work within the IT service and support industry.
The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work within the IT service and support industry.
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. It is suitable for analysts looking to grow in their role and gain a recognised qualification in their profession. This qualification will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.
Prerequisites
There are no formal prerequisites for this course.
Topics
Lesson 1: Roles and Responsibilities
Lesson 2: Relationship Management
Lesson 3: Effective Communication Skills
Lesson 4: Problem Solving
Lesson 5: Effective Rapport and Conflict Management Skills
Lesson 6: Effective Process Management
Lesson 7: IT Service Management Part 1
Lesson 8: IT Service Management Part 2
Lesson 9: Quality Assurance for the Service Desk
Lesson 10: Service Desk Technologies
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