SDI Foundation SDI Analyst SDI Manager                         

[spacer height=”10px”]

Service Desk Institute (SDI) Foundation

The Service Desk Foundation qualification course specifically designed for new service desk agents or analysts and the course is ideal as on-going induction programme for large service desks with a continuous intake of new staff.

The course introduces analysts to key concepts, skills and competencies required to deliver support in an effective, efficient and professional manner. The course gives candidates a comprehensive induction to the service desk and its importance to today’s organisations.

Recommended for new analysts and customer service staff with less than 9 months experience in an internal or external telephone customer support environment.

This course consists of the following modules that would be covered during the two days:

Day 1

  • Roles and responsibilities
  • Relationship management, teamwork and cultural awareness
  • Effective communication skills
  • Conflict management & building rappor with customers
  • Professional customer service attitude – a positive approach and attitude in the service environment

Day 2

  • Processes and procedures
  • Effective process management
  • Key concepts of service management
  • Benefits of self-help, metrics and customer satisfaction surveys
  • Practice exam and review

The formal course is based on a set of lectures supported by slides, student handbook, exercises and sample examination questions. This course consists of a student manual that expand on the topics covered in the lectures. Students should use this material to prepare for the exam.

None – this is an entry level course

  • 60 questions
  • multiple choice
  • 60 minutes
  • 45 or more (75%) to pass.

Leave a Reply

Your email address will not be published.