Service desk analyst training

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.

Service Desk Analyst Training

Why should I learn?

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Service Desk Analyst Training Highlights

50 Hrs Instructor-Led Training

Learn on your own timeline

Master Your Craft

Real-world & Project Based Learning

Lifetime LMS & Faculty Access

24/7 online expert support

Access to an online community forum

Customised course creation

Service Desk Analyst Advantages

This Technology Offers Excellent Career Opportunities Worldwide.

Salaries Offered for Certified Professionals is Very High and More Number of People Started Learning this Course.

It has a Great Learning Scope

Streamlined Work Process Helps You Execute all Complex Tasks Easily.

Fast track your career growth with Service Desk Analyst Training Ccertification course.

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.

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

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

Interested in our Service Desk Analyst Training program ?

Service Desk Analyst Training Options

We follow four training formats for the flexibility of our students.

Live Online Training
Live Online Training
  • » Interact live with industrial experts.
  • » Flexible Schedule.
  • » Free Demo before Enroll.
1:1 Live Online Training
1:1 Live Online Training
  • » Dedicated Trainer for you.
  • » 1:1 Total Online Training.
  • » Customizable Curriculum.
Self-Paced E-Learning
Self-Paced E-Learning
  • » Get E-Learning Videos.
  • » Learn Whenever & Wherever.
  • » Lifetime free Upgrade.
Corporate Training
Corporate Training
  • » Customized Training.
  • » Live Online/Classroom/Self-paced.
  • » 10+ years Industrial Expert Trainers.

Service Desk Analyst Course Content

  • Roles and Responsibilities
  • Effective Communication
  • Customer Service Skills and Competencies
  • Determine the importance of effective cross-cultural communication
  • The Service Desk Environment
  • Process Management
  • Managing, Meeting and Maintaining Service Levels
  • Problem Solving
  • Tools and Technologies used in Customer Support
  • 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

Customize Your Curriculum

Service Desk Analyst Certification

Certification plays an important role in achieving your dream job. It demonstrates that you have acquired all essential skills to handle the critical tasks in real-world with little or no assistance from your subordinates. Organizations are preferring to hire candidates with certifications and are offering huge salary packages.

We at HKR training help the learners in achieving appropriate certifications. Moreover, we also provide a course completion certificate for every course we offer. This certification shows that you are trained enough to handle real-time tasks and also sets you apart from the crowd. HKR certification is well recognized across all top MNCs and help you get into a job easily.

HKR Trainings Certification

Upcoming Service Desk Analyst Events


11-Aug-2020 - 10-Sep-2020

8:30 AM

15-Aug-2020 - 14-Sep-2020

8:30 AM

19-Aug-2020 - 18-Sep-2020

8:30 AM

23-Aug-2020 - 22-Sep-2020

8:30 AM

27-Aug-2020 - 26-Sep-2020

8:30 AM

31-Aug-2020 - 30-Sep-2020

8:30 AM

Can't find your convenient batch?

Service Desk Analyst Projects

We at HKR not only provide you with theoretical training but also make you practically knowledgeable by making you work with real-world projects and case studies. Every course we offer includes two real-time projects which provide you with real-time experience. The practical knowledge improves your domain expertise and helps you in clearing the certifications with ease.

Service desk analyst certification course Online➔ ✓Live projects ✓Experienced instructors ✓Certification assistance ✓Free demo ✓24*7 Support.

Interested in our Service Desk Analyst Training program ?

HKR Website Reviews


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Service Desk Analyst Reviews



I had attended a couple of demo session on Service Desk Analyst training with other training institutes before joining the HKR Trainings. I can say HKR Trainings is one of the best online training platform. They have good trainers with excellent communication skills. HKR Trainings has a very good support team which is always ready to clear our doubts. The team is extremely flexible and understanding.



HKR Trainings is an awesome responsive online training, I did the Service Desk Analyst course from HKR Trainings and I am extremely happy for the overall experience with HKR Trainings. one of the best reasons to recommend HKR Trainings is their response to clarify each and every doubt.



The Service Desk Analyst online training and HKR's trainer knowledge are so excellent and satisfied me. The pdf documents which are provided by the trainer are so helpful. I would like to take up more training with HKR Trainings. Thank you.

Service Desk Analyst FAQs

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.

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