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Service Desk Analyst (SDA)


By achieving an SDI certification you will:

  • Demonstrate to an employer that you understand the best practice standards for your role;
  • Have the knowledge, skills and competences to apply your understanding on a day-to-day basis;
  • Positively impact the efficient running of a service desk.

Certification / Exam

This course specifically provides the background knowledge for the related certification exam (which learners must pass in order to achieve the formal Certification). IMPORTANT: Please note that the certification EXAM IS NOT INCLUDED with this course. The exam can be purchased separately from the course publisher and booking details for the exam are provided on request.

The Service Desk Analyst exam is based on the SDA standard. The SDI qualification is an open qualification standard. SDI is the administrator, facilitator and arbitrator of the standards. The exams are independently administered and proctored by APM Group. Training Bytesize’s courses are accredited by APM Group International.

Course Syllabus

  • Lesson 1 - Roles and Responsibilities
  • Lesson 2 - Relationship Management
  • Lesson 3 - Effective Communication Skills and Competencies
  • Lesson 4 - Problem Solving
  • Lesson 5 - Effective Rapport and Conflict Management Skills
  • Lesson 6 - Effective Process Management
  • Lesson 7 - IT Service Management
  • Lesson 9 - Quality Management for the Service Desk
  • Lesson 10 - Service Desk Technologies
  • Lesson 11 - Tools and Technologies

Learning Outcomes

At the end of this course you will be able to:

  • Explain the four key concepts that describe the required skills, competencies and knowledge for the service desk analyst
  • Summarize the role and responsibilities of the service desk
  • Demonstrate the attributes, skills and knowledge required to fulfill the role effectively
  • Recognize when to use those attributes, skills and knowledge to deal effectively with a variety of situations
  • Explain how to better identify customers’ needs and motivations
  • Recognize the benefits of teamwork
  • Demonstrate the skills for handling difficult situations
  • Recognize the need for effective and well thought out processes and procedures
  • Describe the key IT service management processes in the areas where the service desk has clear responsibilities
  • Recognize the importance and benefits of having service level agreements, operational level agreements and underpinning contracts in place
  • Recognize the value and benefits of customer satisfaction surveys
  • Identify the need for, and value of, metrics in the service desk environment
  • Describe some of the available tools and technologies for service desk staff and customers to use
  • Summarize how to effectively use social media tools in the service desk
  • Be prepared for taking the service desk and support analyst examination

Target Audience

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. This course will help analysts who are looking to grow in their role and gain a recognized qualification in their profession, develop practical skills while earning a certificate that endorses their commitment and knowledge.

Examples of professional job titles include:

  • Support Analyst
  • Service Desk Analyst
  • First-line Analyst
  • Second-line Analyst
  • Client Support Technician/Consultant
  • Desktop Support Analyst
  • Customer Support Officer
  • Technical Support Analyst
  • Service Centre Analyst

Exam format

The exam can be purchased separately from the course publisher and booking details for the exam are provided on request.

  • 1 Hour
  • 60 computer-based, multiple-choice questions
  • Designed to test your knowledge and understanding of the official SDI standards

The course on this page is offered by Training Bytesize, an Accredited Training Organisation of The APM Group Ltd.