Service Training

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Internationally recognised Service Desk Training and Qualification

The Service Desk Institute is the only organisation that offers internationally recognised service desk qualifications mapped to the industry's best practice standards framework. SDI's industry-proven qualifications can help you get ahead throughout your IT support career. All of the qualifications are based on the industry’s Professional Standards which are reviewed and updated every three years by a committee of industry experts, service management professionals and practitioners to reflect the latest industry developments.

These internationally recognised Professional Standards set out clear definitions for the key service desk roles of Service Desk Analyst and Service Desk Manager and provide the basis of all SDI training courseware and exams, leading to qualifications that are recognised worldwide

SDI qualifications are vocational and test practical knowledge within the working environment. By achieving an SDI qualification a candidate can demonstrate to a potential employer that they not only understand the best practice standard for their specific job role, but they have the knowledge, skills and competencies to apply these on a day-to-day basis, directly impacting the efficient running of the service desk.

Employers know that any candidate who holds an SDI qualification is committed to their career and has a practical, applicable, set of skills that they can use every day to improve the performance of the service desk and the experience of their customers

The qualification programme provides candidates with a structured IT service and support career path and progression route as they develop their skills and progress within their profession.

SDI sets the industry standards for service desks and all of the courses are aligned with these best practices. TechExcel is an Authorised Training Partner for the Service Desk Institute which guarantees the course to be aligned with the industry's best practice framework delivered by trainers who have the latest information about the syllabus and exams and access to SDI’s high quality teaching resource.

Service Desk Manager(SDM)

Master the key areas of service desk management and lead your team to lasting success.

Who should attend?

The SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management practices and build a set of management skills. Suitable for those with at least three years experience in a service desk environment.

What is it about?

Being an effective Service Desk Manager requires a broad range of talents, from people-oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk management.

What will I get out of it?

• A thorough grounding in the skills required to lead, motivate and manage a Service Desk team.
• The complete Service Desk management tool kit covering strategic leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, tools and technologies.
• An internationally recognised SDM qualifification.

Course overview

• The role of the Service Desk Manager - understand the SDM's position, responsibility and authority, identify and develop the core competencies of an SDM
• Create an effective team – learn how to assess the service model and structure for your team, quantify success and weakness, and keep it on track
• Managing the team – key areas of effective leadership and direction
• Processes – review existing processes against best practice. Develop strategies for continuous improvement and value definition
• Taking the Service Desk forward – focus on capacity and volume planning, staff workload and finance Development plans – how to create and implement them
• Raising your contribution to the business – develop your own Service Improvement Programme and learn how to implement it
• IT Service Management – understand the processes and how your Service Desk interacts with them
• Operational management – recognise the importance of effective
• OM Tools and technologies – commonly used technologies and how to manage their use effectively to deliver value
• Financial awareness – financial acumen for today’s business environment.

Service Desk Analyst(SDA)

Essential development and a recognised qualification for IT Service & Support Analyst

Who should attend?

Service Desk and support analysts with at least 9 months' experience in an IT Service & Support environment

What is it about?

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT Service & Support 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. 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.
• Essential skills and competencies to deliver efficient and effective support in the Service Desk environment.
• A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations.
• The importance of teamwork in the support environment.
• Knowledge of core Service Management processes and the role and importance of the Service Desk within these.
• Practical problem solving techniques.
• An understanding of Service Desk metrics, Service Level Agreements, customer satisfaction surveys, and the latest Service Desk tools and technologies.
• Awareness of cultural sensitivity and respect as required in global support.
• Practical preparation for passing the Service Desk Analyst examination.

Course overview

• Understand the key concepts required to deliver effective support
• Being a support analyst – everything you need to know about the role and the responsibilities
• Key skills – identify, understand and develop core competencies
• Processes – principles of IT Service Management and the role of the Service Desk
• Business and relationship management – best practice customer service, dealing effectively with difficult situations and teamwork
• Metrics – understanding Service Level Agreements, key Service Desk metrics and customer satisfaction measurement methodologies
• Tools and technologies – overview of the latest available and their benefits

Service Desk Foundation(SDF)

Ideal as on-going induction programme for large service desks with a continuous intake of new staff.

Who should attend?

The course is suited to analysts new to the "Service Desk" concept, or new to the internal or external customer support environment, or analysts looking for a refresher in essential support skills or those wishing to gain an entry-level professional qualification in support.

What is it about?

A thorough induction to the Service Desk and its importance to today’s organisation, this course provides a practical introduction in the key concepts, skills and competencies required to deliver professional and effective support.

What will I get out of it?

• A clear understanding of the importance of support in today’s business environment and the role of the Service Desk.
• The responsibilities of a support 'specialist'. Knowledge of core Service Management processes (incident and problem).
• Confidence to provide professional telephone support.
• Essential skills and competencies to deliver efficient and
• effective support in the Service Desk environment.
• Practical preparation for passing the Customer Support
• Specialist examination.
• A recognised qualification for IT Service & Support professionals.

Course overview

• Delivering effective support – the role and importance of the Service Desk in the organisation
• Becoming a Support Analyst – everything you need to know about the role, responsibilities and the Service Desk environment
• Key skills and competencies – identify, understand and develop core Service Desk skills
• Service Management processes – how the Service Desk fits in
• Service Level Agreements – their value and importance
• Service Desk metrics – understanding the need and their value