Service Desk

This is a 35 hours training  qualification course which can include theory and practicals sessions at our training center or at your work location/institute.

Who is it for?
Service desk and support analysts with at least nine months experience in an IT service and support environment.

What is it about?
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. This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.

What will I get out of it?

  • A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk analyst
  • Knowledge of core service management processes and the role and importance of the service desk within these.
Cost of the Course

SD course fee: INR 20,000/-

Book now on +91  8008 048 446. or email us [email protected]


Course Modules

Roles and Responsibilities

Learn everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver service excellence

Relationship Management

Discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service and dealing effectively with difficult situations

Effective Communications Skills

Develop the core competencies for the effective communication required on the service desk including telephone, listening and writing skills

Effective Rapport

Learn how to deal successfully with a variety of people, behaviours and situations, including the difficult ones

Quality Assurance Activities

Review the importance of having quality processes, conducting customer satisfaction surveys and the value and benefits of metrics

Effective Process Management

Establish the need for processes and procedures and how to create high quality documentation

IT Service Management

Learn about the incident management process including the importance of accurate call logging, best practice procedures for escalations, problem, change and IT service continuity management, service level management and IT security management

Problem Solving

Examine the process and practice the techniques of creative problem solving

Service Desk Technologies

Identify common technologies and examine the methods of support used by the service desk such as remote support, desk-side support, online chat, self-service and self-help

Tool and Techniques

Gain insight into common service desk technologies and take a look at the basics of ACD and IP technology, and social media


Benefits of Service Desk Course at Magnifez:

The Best Trainers

All of our courses are taught by extremely experienced and sought after tutors who combine real-life hands-on service desk knowledge and experience with the latest learning techniques.

Small Group Sizes

Training course group sizes are optimised to allow a high level of interaction, peer-to-peer learning and knowledge sharing.

Add Value To Your Career

SDI’s unique set of courses will make a real difference to your career and your CV whether you’re an analyst, a team leader, manager or responsible for an entire IT service department.

World Recognised Industry Qualifications

There’s only one way to guarantee to an IT service employer that you’re more capable and brilliant than the next candidate and that’s to hold a recognised, professional SD Service Desk Manager or Service Desk Analyst qualification.

Learning Environments To Suit You

To help you learn in a way that suits you, SDI offers many options including courses, workshops, webinars, events and virtual classrooms. Wherever you are located in the world there is something to suit you.


This website uses cookies to enhance your browsing experience.