SDI Service Desk Analyst – SDA

Overview

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and constantly evolving, requiring a diverse skill set to meet the challenging demands of the role.

This three-day, interactive training course provides IT service and support analysts with the skills, tools, and confidence to deliver exceptional service. The course covers communication skills, problem-solving, service level management, support technologies, and service desk operations. It is based on SDI™'s professional standards and prepares delegates for the Service Desk Analyst (SDA) certification.

Prerequisites

There are no formal prerequisites for this course.

Target audience

This course is designed for 1st line IT support, helpdesk/service desk professionals, and support analysts with at least nine months of experience in an IT service and support environment.

Objectives

By the end of the course, delegates will be able to:

• Understand the key roles and responsibilities of a professional Service Desk Analyst
• Apply effective communication and customer service skills in a variety of support situations
• Use problem-solving techniques and critical thinking to manage incidents effectively
• Demonstrate emotional resilience and manage challenging customer interactions
• Apply ITSM processes and quality assurance principles to the Service Desk environment
• Use appropriate tools, technologies, and support methods including remote support and self-service
• Understand the use and implications of AI and automation in the support environment

Outline

Roles and responsibilities

• The role and responsibilities of a Service Desk Analyst
• Attributes, skills, and knowledge required for success
• Relationship management and customer satisfaction

Effective communication

• Principles of verbal, non-verbal, and written communication
• Active listening
• Influence of attitude and approach

Customer service skills and competencies

• Questioning and listening skills
• Conflict management and emotional intelligence
• Stress awareness and resilience

The service desk environment

• Motivation and ethics
• Teamwork and collaboration

Process management

• Role of the Service Desk in ITSM practices
• Incident, problem, change, escalation, and asset management

Managing, meeting, and maintaining service levels

• Service Level Agreements (SLAs)
• Metrics and performance objectives
• Customer satisfaction measurement

Problem solving

• Creative problem solving and critical thinking
• Inductive and deductive reasoning

Tools and technologies used in customer support

• Support tools and terminology
• Self-service and automation
• Use of AI in the service environment

Exams and assessments

The exam is delivered remotely by PeopleCert via online proctoring. Delegates are required to:

• Book their exam using a voucher provided by QA
• Sit a 60-minute closed-book exam comprising 60 multiple-choice questions
• Achieve a minimum of 65% to pass

Please note: PeopleCert Global Best Practice certifications must be renewed every three years.

Hands-on learning

This course includes live instructor-led sessions and interactive activities. Delegates will:

• Participate in scenario-based discussions and exercises
• Apply communication, problem-solving, and process management techniques in practice
• Use real-world examples to build confidence and reinforce learning