SDI® - Service Desk Analyst
3 Day Course

The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work within the IT service and support industry. A certified individual will have: ...  READ MORE

Price: £1,210 * (including exam)

  • Course:SDI-A ( £950 )
  • Exam:SDI® Service Desk Analyst ( £260 )

(Prices exclude VAT which will be added at the prevailing rate.)

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SDI® - Service Desk Analyst

Description

The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work within the IT service and support industry.

A certified individual will have:

  • Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
  • Practical knowledge of how to use these skills to deal effectively with a variety of situations
  • A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
  • Understand the importance of teamwork in the support environment
  • A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst

Who is it for?

The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment. It is suitable for analysts looking to grow in their role and gain a recognised qualification in their profession. This qualification will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

Topics

The SDI analyst course covers the following:

  1. Professionalism
    • The Service Desk
    • The Service Desk Analyst
    • Best Practice
    • Policies & Governance
    • Personal Accountability
    • Service Attitude
    • Teamwork
    • Business Relationships
    • Cultural Awareness
  2. Analyst Skills
    • Communication
    • Verbal & Non-verbal Communication Skills
    • Listening skills
    • Written Communication Skills
    • Questioning Skills
    • Problem Solving
    • Rapport Techniques
    • Conflict & Negotiation Skills
    • Interaction Management Skills
    • Resilience
    • Time Management
    • Positive Approach & Attitude
    • Professional Development
  3. Practices, Processes & Procedures
    • Practices, Processes and Procedures
    • Incident Management
    • Service Request Management
    • Incidents & Requests
    • Escalation
    • Status Updates
    • Problem Management
    • Change Enablement
    • Service Level Management
    • Service Catalog Management
    • Service Delivery Model
    • Knowledge Management
    • Information Security Management
    • Service Continuity Management
    • Quality Assurance Program
    • Managing Customer Feedback
    • Service Desk Metrics & Statistics
  4. Resources
    • Support Methods
    • Self-Service
    • Automation
    • Artificial Intelligence - AI
    • Social Media

       

 

Examination

  • Multiple choice
  • 60 questions per paper
  • 39 marks required to pass (out of 60 available) - 65%
  • 60 minutes duration
  • Closed book.

 

Pre-Requisites

Prerequisites for passing the exam will include a working knowledge and understanding of the demands placed on a service desk, the standard process requirements for many support operations and the technology available to service desk staff. Individuals should not attempt to take the exam unless they:

  • Have a working knowledge of the IT service and support industry
  • Have a working knowledge of the Service Desk Analyst (SDA) Professional Standard
  • Have a desire to work within an IT service and support role
  • Have attended the Service Desk Analyst (SDA) qualification course delivered by a PeopleCert accredited training organization

Recommended Follow-Up Training

ITIL® Foundation
SDI® Service Desk & Support Manager

Dates For SDI® - Service Desk Analyst

VIRTUAL training

  • 3-5 February 2025
  • 28-30 May 2025

    • To book any of these dates, please see below.

Availability and pricing for SDI® - Service Desk Analyst:

Please Note: Exam fees (where applicable) are included in the prices quoted.

3-5 February 2025 - VIRTUAL training

£1,210

28-30 May 2025 - VIRTUAL training

£1,210