SDI Service Desk Analyst

SDISDA
Foundation

Experienced Trainers

High Pass Rate

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Overview

The SDI® – Service Desk Analyst (SDA) certification recognises your knowledge of customer service and support competencies and certifies that you have the skills required to work within the IT service and support industry.

Our three-day SDI® – Service Desk Analyst (SDA) training course provides the essential skills and knowledge required for delivering customer service and support excellence.

The SDI® – Service Desk Analyst (SDA) training course will teach you:

  • 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.

The SDI® – Service Desk Analyst (SDA) training course is for front-line IT service and support analysts with some experience in a first line or second line Service Desk environment and is therefore suitable for Analysts looking to grow in their role and gain a recognised qualification in their profession.

The prerequisites for passing the SDI® – Service Desk Analyst (SDA) examination 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.

You should not attempt to take the exam unless you:

  • 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 SDI® – Service Desk Analyst (SDA) training course delivered by a PeopleCert Accredited Training Organisation.

SDI® – Service Desk Analyst (SDA) Examination

  • Duration: 60 Minutes
  • Style: Multiple-Choice
  • Questions: 60
  • Pass Mark: 39/60 (65%)
  • Format: Closed Book

Our SDI® – Service Desk Analyst (SDA) training course includes the following:

  • Full SDI® – Service Desk Analyst (SDA) Materials
  • SDI® – Service Desk Analyst (SDA) Examination

Related Courses

No related courses.
3 days
Classroom or Virtual
£1350*

*per learner
excludes VAT
POA for group bookings

Have a look at when our next SDI Service Desk Analyst is running.

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The maximum number of participants on our public courses will be 8.

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SDI Service Desk Analyst

SDI Service Desk Analyst

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