SDI Service Desk Analyst (SDA) Course
| Module 1 | E-learning videos |
|---|---|
| Lecture 1 | SDA-Course Introduction |
| Lecture 2 | SDA-L1-Roles and Responsibilities |
| Lecture 3 | SDA-L2-Relationship Management |
| Lecture 4 | SDA-L3-Effective Communication skills and Competencies |
| Lecture 5 | SDA-L4-Problem Solving |
| Lecture 6 | SDA-L5 Part-1-Effective Rapport and Conflict Management Skills |
| Lecture 7 | SDA-L5-Part-2-Interaction Management Skills |
| Lecture 8 | SDA-L6- Effective Process Management |
| Lecture 9 | SDA-L7-IT Service Management |
| Lecture 10 | SDA-L8-IT Service Management second Part1-2 |
| Lecture 11 | SDA-L8-IT Service Management second Part 2-2 |
| Lecture 12 | SDA-L9-Quality Assurance for the Service Desk |
| Lecture 13 | SDA-L10-Service Desk Technologies |
| Lecture 14 | SDA-SampleQuestion-Set1 |
| Lecture 15 | SDA-SampleQuestions-Set2 |
| Module 2 | Study Material, Sample papers and mock exams |
| Lecture 1 | SDI SDA Study Material |
| Lecture 2 | SDI SDA Sample paper 1, answers and mock exam |
| Lecture 3 | SDI SDA Sample paper 2, answers and mock exam |
| Module 3 | Miscellaneous |
| Lecture 1 | Letter of Course Attendance is Mandatory |
| Lecture 2 | PeopleCert Exam Voucher |
| Lecture 3 | Directory of all courses offered by 1 World Training |
| Lecture 4 | Contact your Trainer |
| Lecture 5 | Course Evaluation Form |
| Lecture 6 | Customer Complaint Form |
