Become a qualified Service Desk Analyst and boost your levels of customer service support.
The importance of delivering high-quality customer service in today’s support environment means that the responsibilities of IT support analysts are many. As a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.
Ensuring your first-line service desk team deliver excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS, chat or social media – to agreed IT service levels is vital.
Overview
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 is perfect for analysts looking to grow in their role and gain a recognized qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.
Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the modules covered in SDI’s professional standard for Service Desk Analysts and will equip all Service Desk Analysts the essential skills and knowledge needed for delivering customer service and support excellence.
Skills Covered
This course contains everything that is typically core to the role of a Service Desk Analyst:
- Roles and responsibilities
- Relationship management
- Effective communication skills and competencies
- Effective rapport and conflict management skills
- Resilience
- IT Service Management
- Quality assurance program
- Managing customer feedback
- AI & automation
Prerequisites
There are no pre requisite requirements for taking the Service Desk Analyst training
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.
Module 1: Roles and Responsibilities
Learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence.
Module 2: Relationship Management
Discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective.
Module 3: Effective Communication Skills and Competencies
Explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate.
Module 4: Problem-Solving
A close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution .
Module 5: Effective Rapport and Conflict Management Skills
Learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation.
Module 6: Resilience
Understand and develop emotional resilience to help detect and manage both positive and negative signs of stress.
Module 7: Managing Practices, Processes, and Procedures
Establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation.
Module 8: IT Service Management
Learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management.
Module 9: Quality Assurance Program
Review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics.
Module 10: Managing Customer Feedback
Understand the purpose, objectives, and components of successful feedback management.
Module 11: Support Methods
Gain an insight into the different methods of delivering support, including the benefits of remote support and self-service.
Module 12: AI & Automation
Identify common examples, benefits and challenges of AI and automaton within service management.
Dates & Locations
August 10, 2026 - August 12, 2026
August 10, 2026 - August 12, 2026
November 10, 2026 - November 12, 2026
November 10, 2026 - November 12, 2026
Exam & Certification
Delegates who successfully complete the course and pass the exam will be awarded the Service Desk Analyst certification by PeopleCert/SDI.
Training & Certification Guide
Frequently Asked Questions
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All courses are HRD Claimable.
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