Service Desk

Service desk, or help desk, training which embodies best practice procedures and behaviours is now available.

The Service Desk Institute (SDI) provides standards-based, internationally recognised qualifications designed specifically by IT experts, consultants, industry leaders and practitioners.

The SDI training and qualifications are the defacto industry standard across the world, creating a set of practices and a recognised career path for the IT service desk industry with each qualification targeted at a specific job role within the industry.

Service desk training from SDI will support implementation of a service desk function as described in ITIL (Service Operation).

Service Desk Foundation
Recommended for new analysts and customer service staff with less than 9 month's experience in an internal or external telephone customer support environment.

Service Desk Analyst
Aimed at service desk and support analysts with at least 9 months experience in an IT service and support environment this programme provides essential development and a recognised qualification.

Service Desk Manager
Designed for both new and experienced Service Desk Managers, team leaders and supervisors; with between 3 and 5 years experience of the service desk environment.