Overview
The Service Desk Analyst (SDA) v9 Training introduces modern service desk operations and IT support. It covers analyst responsibilities, service management, and customer interactions. The course also explores professionalism and employee and customer experience.
Delegates will develop communication, troubleshooting, and interaction management skills. They will learn incident and service request management, escalation, and knowledge management. The course also covers AI, automation, and service desk metrics.
Service Desk Analyst (SDA) v9 Training Objectives
- To understand the role and responsibilities of a Service Desk Analyst
- To manage incidents and service requests using recognised practices
- To develop effective communication and troubleshooting skills
- To enhance customer and employee service experiences
- To apply escalation, knowledge management, risk management, and continual improvement practices
- To understand the use of AI, automation, and service desk performance metrics
Course Outcome
Upon completion of this Service Desk Analyst (SDA) v9 Training Course, delegates will be able to apply recognised service desk practices, manage incidents and service requests, and enhance customer and employee experiences. They will also understand the role of AI, automation, and continual improvement in service desk operations.
This course develops skills in communication, troubleshooting, incident and service request management, and customer interaction. Delegates also learn knowledge management, escalation procedures, AI fundamentals, and continual improvement practices.
This is suitable for professionals involved in IT support or service desk operations who want to strengthen their practical skills. It is beneficial for aspiring and current Service Desk Analysts, Help Desk Analysts, and IT Support Technicians.
The course introduces Artificial Intelligence and its role in modern service desk operations. It explains AI concepts, common ITSM applications, benefits for customer experience, and key implementation challenges.
