Service Desk Analyst

/Service Desk Analyst
Service Desk Analyst 2018-09-26T14:51:08+00:00

3-Day Service Desk Analyst Course

  • Certificate: Service Desk Analyst (official exam)
  • Duration: 3 days
  • Format: Classroom

Course Description

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them.

The course also 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.

Course Objectives

At the end of this course you will have:

  • Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
  • Practical knowledge of how to use these skills to deal effectively with a variety of situations
  • A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
  • Understand the importance of teamwork in the support environment
  • A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk Analyst

Target Audience

First line IT support, Help desk/Service Desk and support analysts with at least 9 months experience in an IT service and support environment.

FAQs

The exam is closed book with sixty multiple-choice questions. The pass score is 65% (39 out of 60 questions). The exam lasts 60 minutes.

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Pink Elephant will provide you with a paper based exam on the last day of the course. There is also the option to go for an online exam.

The course is available in (public and in-house) classroom and virtual format.

Learning Material

Service Desk Analyst Study Materials

All attendees are given access to Pink Elephant’s learning portal, which contains numerous value-added documents, e-files, e-books, and highly-enriching learning materials. Participants will have access to the digital study materials which including the slide deck, exercises and sample exams. Materials for this course will only be provided as downloadable soft-copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can use the files under the Pink Elephant Terms of Use.

Fees and Registration

Singapore – Public

28-30 January 2019

SGD 1,695.00

Register

Kuala Lumpur – Public

8-10 April 2019

MYR 4,495.00

Register

Kuala Lumpur – Public

1-3 July 2019

MYR 4,495.00

Register

Kuala Lumpur – Public

18-20 September 2019

MYR 4,495.00

Register

Kuala Lumpur – Public

9-11 December 2019

MYR 4,495.00

Register