I have organised training for the Servicedesk Professional One and Servicedesk Professional Two courses with STI. Being based in Belfast, both courses had to be delivered onsite in our IT Training suite.
On both occasions, I have used the public courses and along with STI planned for a tailored course specific to my requirements. The trainer delivering the SD1 and SD2 courses was very knowledgeable with the content, and the courses were delivered in a very relaxed and comfortable manner.
As a result of both courses I have been able to compile a best practice guide for the Servicedesk which is used as a template for all new members of staff starting on the ServiceDesk.
STI have been a pleasure to deal with during all my interactions in terms of arranging for suitable dates and planning the content for the tailored courses. All members of the Servicedesk team have benefitted greatly from the courses, as well as gaining a recognised IT qualification.
Head of End User Services | Leeds Becket University
I have used STI to deliver a number of onsite tailored courses and have put many Service Desk staff through the STI Professional One Course. I have always found the company really easy to work with, the courses and course material to be of the highest quality and course delivery to be excellent. I would not hesitate to recommend.
Servicedesk Team Leader | Humber NHS Foundation Trust
I have now completed three of the Service Desk courses
provided by STI Ltd and on each occasion the course has been facilitated by
John Fahey. Initially I completed the public course which I found
extremely useful and from there was very keen to use STI Ltd again for our
On the second two occasions we had a requirement for a
course which was more tailored to our needs. John worked extensively with
us to look at specifics around areas we wanted to work on and also the needs of
individual personalities within our department. I would have no
hesitation in recommending both STI and John in particular to anyone in both
the public and private sector. The course content encouraged the team to
communicate more effectively and every member of our department gained a great
deal from it.
I did the Service Desk
Professional One course about 6 years ago and found it to be one of the
motivational courses I have ever been on. This was mainly down to the trainer
John Fahey. John really knows his stuff
and made the course fun, interactive and relevant using real life scenarios.
I’ve since sent two members of my team on this course and the feedback received
is pretty much the same.
Gartner has used STI on several
occasions at different service desk levels and I have always been impressed. So when the time came that my team required
training I contacted John from STI.
I wanted to have a consistent
training regime for my team to help with workload crossover due to different
John was very helpful and
flexible. He performed a site visit and
sat down with every member of the team to understand what was required. From
that, and a conversation from me on my needs, he created a tailored onsite
course that would be the most beneficial for the team.
The course far exceeded what I
could have imagined. The team now work
from the same playbook, understanding service desk process within our industry.
This has increased efficiency and morale and I will definitely be using John’s
I have completed three training days with STI and John Fahey. These were Service Desk Professional One and Service Desk Professional Two. I have been working in IT since 2011 and I attended SD1 last year. It is a great course for first liners or for anyone just starting out in IT. The majority of the subjects we covered I had already dealt with on a day to day basis on the Service Desk but doing the course enhanced my knowledge by filling in the gaps. When I came to do Service Desk 2 I found this perfect as I was progressing into a role of training and developing engineers. It gave me knowledge on how to get the best from people and encourage learning whilst being fully supportive also.
John as a trainer is amazing, he made the learning fun and he has been very supportive towards my career. I would recommend these courses to any level of engineer because of the information you learn from them, especially with regards to how to deal with customers. At the end of the day you can have the most technical person on your Service Desk but if they don’t know how to speak to people how can you expect them to provide the best support.