Service Desk Analyst (SDA)

Service Desk Analyst (SDA)


The essential skills and knowledge for delivering customer service and support excellence

The importance of delivering high quality customer service in today’s support environment means that the responsibilities of IT support analysts are many and, as a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.

Excellent customer service through efficient IT support - whether it be face-to-face, via email, over the phone, by IM/SMS or through social media channels to its agreed IT service levels.

This course equips analysts with the essential skills for delivering an excellent level of customer service and support.


  Course Detail:


 Service Desk Analyst (SDA)


  11 – 13 Sep 2019  |     Enroll Now     


 09.00 am - 05.00 pm


 English by Certified Instructors


 Network Training Center (NTC)

 List Price:

  55,350 THB/Head  (List Price 61,500 THB)


 1) Manual
 2) Workshop
 3) Lunch & Coffee Breaks
 4) Attendance Certificate

Course Overview

This course is designed to provide service desk and support analysts with the skills to work consistently within industry recognised standards and in-line with the best practices guidelines. It reviews the four key concepts covered in the standards: professionalism and roles, analyst skills, process and supported technologies and enabling tolls, on which the skills, competencies and knowledge required to deliver professional and effective support are based.

Who is it for:

Chief Information Officer, Chief Information Security Officer, Director of Security, IT Director/Manager, Network Architect, Security Analyst, Security Architect, Security Auditor, Security Consultant, Security Manager, Security Systems Engineer


The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment.

This course is perfect for analysts looking to grow in their role and gain a recognised qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.


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