What you’ll learn
This course enables professionals to:
Demonstrate understanding of the roles and responsibilities of a service desk professional
Develop and employ the essential skills required for a service desk analyst
Summarise and follow service desk processes and practices
Identify and describe service desk tools and technologies
PeopleCert at Lumify Work
Lumify Work is ANZ's only Platinum Partner, with Accredited Training Organisation status for PeopleCert courses and certifications including PRINCE2, ITIL, DOI, MSP, MoP, M_o_R, P3O, Lean Six Sigma, and more.
PeopleCert is one of the leading providers of professional certifications, partnering with multi-national organisations and government bodies for the development and management of globally recognised certification schemes.
Who is the course for?
The Service Desk Analyst (SDA) qualification course is for front-line IT service and support analysts with some experience working in a service desk environment. This course will help analysts who are looking to grow in their role and gain a recognised qualification in their profession, develop practical skills while earning a certificate that endorses their commitment and knowledge.
Individuals interested in achieving the Service Desk Analyst (SDA) qualification will come from all industry sectors across a range of large, medium and small sized service desks. They will have a desire for their knowledge of the important topics covered in the Service Desk Analyst (SDA) Professional Standard to be recognised in order to pursue employment and advancement opportunities in the IT service and support industry.
Course subjects
Professionalism
The Service Desk
The Service Desk Analyst
Best Practice
Policies and Governance
Personal Accountability
Service Attitude
Teamwork
Business Relationships
Cultural Awareness
Analyst Skills
Communication
Verbal and Non-Verbal Communication Skills
Listening Skills
Written Communication Skills
Questioning Skills
Problem Solving
Rapport Techniques
Conflict and Negotiation Skills
Interaction Management Skills
Resilience
Time Management
Positive Approach and Attitude
Professional Development
Practices, Processes and Procedures
Incident Management
Service Request Management
Escalation
Status Updates
Problem Management
Change Enablement
Service Level Management
Service Catalog Management
Service Delivery Model
Knowledge Management
Information Security Management
Service Continuity Management
Quality Assurance Program
Managing Customer Feedback
Service Desk Metrics and Statistics
Resources
Prerequisites
Industry Association Recognition
Please contact your respective certification body for information on how many professional development units (PDUs) or continual professional development (CPD) points may be applicable to this course.
PeopleCert Exams
All PeopleCert exams are now conducted via online proctoring, with an improved web-based platform released in February 2024. Candidates can schedule their exam for any time within the voucher validity period of 12 months, to be taken anywhere, on any Windows or Mac computer. Live proctors will guide and invigilate the exam process. For full details please see PeopleCert's Guidelines for Web-Based Exam Driver.
To comply with PeopleCert requirements, Lumify Work cannot provide PeopleCert training courses (ITIL®, Lean Six Sigma, DevOps Institute, MoP®, M_o_R®, MSP®, P3O®, PRINCE2®, and PRINCE2 Agile®) without the corresponding official exam.
FREE E-BOOK: Your Guide to Project Management
Gain insight into the different frameworks, training courses, and certifications to help you successfully manage projects, tasks, and team members.
Terms & Conditions
The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.
