In Service Desk analyst training from Tekslate, you’ll Learn how to deal with issues regarding Service Desk Environment and understand the importance of Managing, Meeting, and Maintaining Service Levels. This course also includes reviews key issues such as benefits & pitfalls & the importance of metrics, the implementation of service management processes & effective problem-solving techniques that a Service Desk Analyst can utilize.

Key Features

  • 30 hours of Instructor Led Service Desk Analyst Training
  • Lifetime Access to Recorded Sessions
  • Practical Approach
  • 24/7 Support
  • Expert & Certified Trainers
  • Real World use cases and Scenarios
Trusted By Companies Worldwide

Course Overview

By the end of Search Engine Optimization training, you will be able to:
  • essential skills and competencies to deliver efficient and effective support in the Service Desk environment
  • Recognizing the importance of teamwork in the support environment.

  • Knowledge of core IT Service Management processes and the role of the Service Desk within these.

  • Practical problem-solving techniques to help resolve customers’ issues the first time.

  • There are numerous job opportunities for Service desk analysts worldwide.
  • High salaries are offered for Service desk analysts. On average, Service desk analysts earn $71,746 USD per annum.

  • Top companies like IBM, Amazon, L&T are recruiting Service desk analysts around the globe.

  • Front-line IT engineers

  • Service desk analysts

  • Support Analysts

  • Aspirants are willing to build their career in the field of administration.

No prerequisites to learn Search Engine Optimization. The following job roles will get benefited by taking up this course:

  • Service desk analysts
  • Support Analysts

The tutor will take care of handling the projects. We will provide two real-time projects with a highly-skilled guide who can assist you throughout the project.

Course Curriculum

  • To identify and understand the role and responsibilities of the professional Service Desk Analyst
  • To identify and understand the role and responsibilities of the Service Desk

  • To determine the attributes, skills, and knowledge of a successful Service Desk Analyst

  • To develop an understanding of Relationship Management from the Service Desk perspective

  • To identify and agree on the key requirements for delivering customer satisfaction

  • To identify and understand the principles of effective communication in customer support

  • To understand the differences between face to face, telephone, and written communication

  • To identify ways to enable us to communicate more effectively

  • To understand how our attitude and approach can influence and affect others

  • To understand how to ask questions skilfully

  • To determine the importance of good listening skills

  • To understand the importance of customer service skills in the IT environment

  • To understand that assertiveness and confidence are necessary qualities for the SDA

  • To determine methods of dealing with conflict

  • To determine the causes, symptoms, and ways to manage stress

  • Examine issues, both internal and external, that can affect our motivation

  • Understand the importance and relevance of ethics within the workplace

  • Determine the importance and benefits of effective teamwork

  • To understand the ITSM processes most closely linked to the Service Desk

  • To identify the responsibilities the Service Desk has within those processes

  • To understand the importance of effective incident, problem, change, escalation and asset management processes

  • Determine the value and benefits of Service Level Agreements

  • Determine the need for and benefits of metrics and objectives within the support environment

  • Understand the importance of effective Customer Satisfaction surveys

  • To determine the steps taken during the problem-solving process

  • To understand the benefits of using a creative problem-solving approach

  • To identify techniques for creative problem solving

  • To practice some problem-solving techniques

  • Develop a clear understanding of the support tools and technologies available to Service Desk Analysts
  • To understand and use the terminology of the support industry

  • Determine the benefits of the tools and technologies we use

  • To determine methods for implementing Self-Help and Self Service for end-users


  • Our trainers are well experienced professionals and certified in working with front-end development technologies.
  • We will record all the Live sessions you go through, and we will send the recording of the class you missed.
  • For practical execution, our trainer will provide server access to the student. 
  • All our training classes are live. This is to solve all the student queries directly with the trainer.
  • Live online training means, our trainer will be in online with you to solve your issues.
  • Pre-recorded training means, there will be no trainer available to solve your issues.
  • You can contact our Tekslate support team, or you can send an email to info@tekslate.com for your queries.
  • Yes, you can access the course material after completing course by the recorded training videos we shared with you during training.
  • To avail all discounts offered by Tekslate, you need to visit the website regularly. However, there will be a group discount for 2 or more participants.
  • Yes, you will get your refund by cancelling some administration fee from the course. But, you should cancel your enrolment within 48 hours of registration, and then the refund will be retained within 30 days of a request.


Certification is a matter of demonstrating your skills and establishing your credibility. After the course completion, you will be in a position to clear the certification exam with ease. We advise you to take up the following certification exam.

  • Service Desk Certification (SDC)

Click here to get certified.