SDI® Service Desk Institute Training Foundation Course

 SDI® Service Desk Institute Training Foundation Course

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Course Content:
The course consists of a formal lecture and group discussions based workshop. Candidates can expect to gain competence in the following areas upon successful completion of the education components related to this workshop:
  • Roles and responsibilities
  • Effective communication
  • Customer service skills and competencies
  • Cross cultural communication
  • The service desk environment
  • Process management
  • Managing, meeting and maintaining service levels
  • Problem solving
  • Tools and technologies used in customer support
  • Challenges, critical success factors and risks
  • Exam preparation
The learning outcomes are intended to give a clear understanding of core service management processes and the importance of IT support in today's business environment. You will be building essential skills and competencies - identify, understand and deliver efficient and effective support in the service desk environment.
Course Profile:
The Service Desk Institute (SDI) is the leading professional body for everyone working in the IT service and support industry.
The Institute has been connecting IT service professionals across the globe since 1988.
SDI sets the internationally recognised best practice standards for service desks and service desk professionals. It is these standards which form the basis for the SDI professional qualifications programme and the service desk certification programme.
Becoming accredited with the SDI Foundation qualification demonstrates an individual’s knowledge of customer service competencies and certifies that they have the skills required to work in the support industry.
An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage.
Course Pre-requisites:
There are no pre-requisites for this course however familiarity with IT terminology and IT-related work experience is recommended.
Who should Attend:
The Service Design Qualification would suit candidates working in the following IT professions or areas:
  • Customer Service and Support Specialists
  • Customer Service Technicians
  • Service Desk Agents, Technicians, or Specialists
  • Dispatchers
  • Call Screeners
  • Call Agents
  • IT Support Executives
  • Technical Support Analysts


Contact Information

3295 River Exchange Drive
Suite 212
Sandy Springs, Georgia 30092


(678) 752-7542 x104


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