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Service desk and support analyst
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Service Desk & Support Analyst (SDA)

R1,470.00 – R4,945.00

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 skill essential to deliver excellent levels of customer service and support. It also examines support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls, and the importance of metrics; the implementation of Service Management processes and effective problem-solving techniques that a Service desk Analyst can utilise.

This course is based upon the standards and objectives for SDI’s Service Desk Analyst qualification and ensures delegates are provided with the knowledge, information and tools to sit the SDA examination.

Service desk and support manager
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Service Desk & Support Manager (SDM)

R1,470.00 – R5,495.00

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT Service & Support levels. 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.

This course is based upon the standards and objectives for SDI’s Service Desk Manager qualification and ensures delegates are provided with the knowledge, information and tools to sit the SDM examination