Chicago Region and Onsite

The Service Desk Analyst is a two-day training course which leads to the Service Desk Analyst qualification. We encourage students to participate in group exercises and discussions in order to identify the roles and responsibilities of the modern Service Desk.

Students debate the skills, knowledge and attributes required to succeed in their roles, learn the importance of customer relationship management, and review the service skills required to develop and maintain good working relationships with customers and peers.

We'll also look at support methodologies and technologies and the tools utilised within the Service Desk, and review key issues such as:

• service level agreements
• the importance of metrics
• implementation of service management processes
• effective problem solving techniques

Learn how our clients put these methodologies in action every day, and experience the Fruition approach to professional training.  Get certified, and enjoy these additional benefits available to our attendees:

The Fruition Advantage

• "Live Curriculum" developed with real students and designed to master the test
• Lower cost, downtown location, food and beverage provided
• Trainers are consultants with extensive hands-on experience in technology, project management, and service desk implementation
• Detailed case studies supplement your education with real-world tactics
• Networking opportunities outside of class
• Focus on extensible lifecycle education, not component specifics
  
  

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Course Materials and Curriculum

• Materials:
  • Official SDI training materials
  • Custom, s upplemental study and review materials
• Focus Areas :
  • Roles and Responsibilities
  • Relationship Management
  • Effective Communication Skills and Competencies
  • Effective Rapport and Conflict Management Skills
  • Quality Assurance Activities for the Service Desk
  • Effective Project Management
  • IT Service Management
  • Problem Solving
  • Service Desk Technologies
  • Tools and Technologies
    
    

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Candidate Profile

This course, and the SDI's SDA exam and training materials, are for individuals who:

• have studied the support profession for at least one year, AND
• have been working in a second or third level support role for six months, OR
• have been working in the support profession for six to twelve months.

Examples of professional job titles include:

• Analyst I and II
• Technical Support Professional I and II
• Customer Support Professional I and II

People interested in achieving an SDI qualification come from all industry sectors across a range of large, medium, and small sized Service Desks. They have a desire to be recognized for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.

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Achieving the Qualification

1. Attend the Course: Each candidate should attend the three-day SDA official course and review the SDA standards which are contained in the back of the student course book; the standards are also available on the SDI web site at: www.sdi-europe.com/international-standards/individual-standards
2. Prepare for the Exam: The candidate can prepare for the exam by reviewing some example questions with the trainer, undertaking the practice questions contained in the student course book and studying the SDA standards.
3. Pass the Exam: To achieve the SDA qualification the candidate must attain a pass mark of 75% or more in the official SDA exam.
   1. Where can I take the exam?
      The exam can be taken at any proctored Prometric testing center
   2. Do I have to pay a fee to take the exam?
      No. Upon completion of this class you will receive a voucher which will allow you to take the test at no charge.

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Reservations and Pricing

Class size will be kept small to ensure that instructors are able to provide personal attention. No current classes are scheduled. To request a class, call (888) 440-2730 ext. 709.

As a service to our clients and partners, this course is being offered at a significant reduction from market rates. Our public rate for this course is $1795.  If you are a Fruition client or partner, please contact your Fruition representative to inquire about further discounts.

Please inquire about group pricing at training@fruitionpartners.com.

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Location

This class will be held at the Metropolitan Club of Chicago in the Sears Tower, located in the heart of Chicago's downtown Loop.

Metropolitan Club
Sears Tower, 67th Floor
233 S Wacker Dr, Chicago
(312) 876-3200

Click to View Interactive Map

Enter the Sears Tower on the east side (Franklin Street entrance)

Once in the building:

Each day you will need to pass through security including an Xray of any bags or coats. Once through security, proceed to the concierge which is located directly in front of you.  Security will verify your name on an attendance list, and then issue a temporary security badge for the day.

The concierge will direct you to the left of the desk towards the floor 66 entrance.  Here you pass through another security point and take the elevator to Floor 66.

As you step out of the elevator you will see a sign for the Met club.  The met club's concierge desk is located here. A Fruition representative will await you in the vicinity of the concierge desk to assure that you find the correct training room. 

 

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Transportation and Lodging

Airports: Chicago is serviced by both O’Hare International Airport (ORD) and Midway Airport (MDW). Both airports are connected to downtown Chicago via the CTA train system and a one way ride costs $2. Chicago airport information is located here.

Train Stations (regional): Suburban and regional train service is provided by Metra and Amtrak. Union Station, Ogilve Station, and LaSalle Station are the nearest Metra rail stations to the CME. For further information please visit www.metrarail.com or www.amtrak.com

Train Stations (local): The training site is located several blocks southwest of the CTA brown line's Washington station. See the CTA website for more details.

Hotels: Chicago's downtown loop area has many hotels for all tastes and budgets. The following hotels are located within walking distance of the training site, but there are many others:

• W Chicago City Center 
• Allegro Downtown Chicago
• Palmer House Hilton 
• Holiday Inn Chicago Downtown
• Holiday Inn Chicago Mart Plaza

 

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If you have any questions about this course, please contact us:
training@fruitionpartners.com or call us at (888) 440.2730 ext. 709

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