Service Desk Analyst Training

Service Desk Analyst Training

Course Duration : 3 Days Hours
Certification : Yes
Assignments : Yes
Interview Questions : Yes
Resume Preparation : Yes

The Service Desk Analyst (SDA) training course equips candidates with the fundamental practical skills required to fulfil this role and deliver a high standard of customer service and support. This course falls under the broader umbrella topic of SDI, an organisation that provides a worldwide network for IT Service Professionals. The primary skills required by an SDA include relationship management, quality assurance, problem solving, effective rapport, and conflict management. This course spans over three days and on the final day candidates will sit the SDA exam. This Service Desk Analyst training course is accredited by APMG, a leading accreditation and examination institute.

Upcoming Batch for Instructor-led Service Desk Analyst Training

Set your convenient time for this training; choose from different modes of training Call/Email Now!

Training Content


By the end of Search Engine Optimization training, you will be able to: • essential skills and competencies to deliver efficient and effective support in the Service Desk environment • Recognizing the importance of teamwork in the support environment. • Knowledge of core IT Service Management processes and the role of the Service Desk within these. • Practical problem-solving techniques to help resolve customers’ issues the first time.

Who Should Attend

• Front-line IT engineers • Service desk analysts • Support Analysts • Aspirants are willing to build their career in the field of administration.

Prerequisites For Service Desk Analyst Training

No prerequisites to learn Search Engine Optimization. The following job roles will get benefited by taking up this course: • Service desk analysts • Support Analysts

Curriculum for Service Desk Analyst Training

To identify and understand the role and responsibilities of the professional Service Desk Analyst To identify and understand the role and responsibilities of the Service Desk To determine the attributes, skills, and knowledge of a successful Service Desk Analyst To develop an understanding of Relationship Management from the Service Desk perspective To identify and agree on the key requirements for delivering customer satisfaction

To identify and understand the principles of effective communication in customer support To understand the differences between face to face, telephone, and written communication To identify ways to enable us to communicate more effectively To understand how our attitude and approach can influence and affect others

To understand how to ask questions skilfully To determine the importance of good listening skills To understand the importance of customer service skills in the IT environment

To understand that assertiveness and confidence are necessary qualities for the SDA To determine methods of dealing with conflict To determine the causes, symptoms, and ways to manage stress

Examine issues, both internal and external, that can affect our motivation Understand the importance and relevance of ethics within the workplace Determine the importance and benefits of effective teamwork

To understand the ITSM processes most closely linked to the Service Desk To identify the responsibilities the Service Desk has within those processes To understand the importance of effective incident, problem, change, escalation and asset management processes

Determine the value and benefits of Service Level Agreements Determine the need for and benefits of metrics and objectives within the support environment Understand the importance of effective Customer Satisfaction surveys

To determine the steps taken during the problem-solving process To understand the benefits of using a creative problem-solving approach To identify techniques for creative problem solving To practice some problem-solving techniques

Develop a clear understanding of the support tools and technologies available to Service Desk Analysts To understand and use the terminology of the support industry Determine the benefits of the tools and technologies we use To determine methods for implementing Self-Help and Self Service for end-users

Modes of Training

Self Paced
Get previous live recorded training videos access and learn.
Fast Track
Start and Complete training in fast mode and implement.

Get training only on weekends as per your convenient.

Instructor LED Live Training.
Get live training with real time expert.

Corporate Training
Get training for your employees for new skills.

One-One Training
Don’t like to get training in a batch get specialised 1-1 training.

Trainings Features

Instructor LED Sessions
Get Live Instructor LED interactive Sessions.

Total training will be followed by practical assignments for practical understanding.

Lifetime access
We give a life time access to the recorded videos of your training.

After Completion of training you will receive a course completion certificate from HKR Trainings.

Convenient Timing
3Select convenient timing to get trained.

Real time Examples
While training in progress get real time scenarios with examples for clear understanding.


Each and every class is recorded so if you missed any class you can review the recordings and clarify any doubts with the trainer in next class.

Yes, we don’t assure 100% placement assistance. We are tied up with some corporate companies so when they have a requirement we send your profiles to them.

Yes, we provide demo before starting any training in which you can clear all your doubts before starting training.

Our trainers are real time experts who are presently working on particular platform on which they are providing training.

You can call our customer care 24/7

Max of the students get satisfied with our training, if you are not then we provide a specialised training in return.


Clients Reviews

Certification Process

After Completion of training you will receive a course completion certificate from HKR Trainings which adds a value to your carrier and this is the entry to build a carrier with this certificate.