SDI Service Desk Analyst (SDA) Training Course

The Service Desk Analyst training course from PeopleCert provides essential skills for service desk operators, specialists, and managers seeking professional development and recognition in IT support.

IT service levels are crucial to organisational success; this Service Desk Analyst course is designed to equip you with the knowledge and skills needed in a constantly evolving support environment.

Training aligns with best practice standards, ensuring that upon certification, you can showcase your expertise to employers. Learners gain practical abilities to enhance day-to-day operations, contributing to an efficient, high-performing service desk.

This comprehensive course covers a wide range of subjects, including tools and technologies, advanced problem-solving techniques, understanding customer needs, handling challenging situations, effective teamwork, and more – ensuring you’re fully prepared to succeed as a Service Desk Analyst.

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

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 recognised 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

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.

1 Hour
60 computer-based, multiple-choice questions
Designed to test your knowledge and understanding of the official SDI standards
Take your exam online with ProctorU, find out more on our exams page

As experts in delivering project management training through a range of study styles, your success is key to our success. We understand how people learn, we know how to train people to pass exams, we employ the best trainers and specialise in small class sizes to help you get the best from your investment. So, if you’re looking to enhance your project management skills and ensure you pass first time, Training ByteSize is a name you can trust.

As a family run business, project and programme management training is in our blood, and so is innovation. Our founders have been part of the industry since the 1990’s, specifically founding Key Skills and developing the world’s first accredited e-learning course for PRINCE2.

Today we are proud to continue with world firsts; with second generation Victoria at the helm, she had led Training ByteSize to ensure were the first company to develop and deliver e-learning options for accredited courses including Business Analysis Foundation, ITIL4, and AgilePM. When we say we’re experts in project management training, we really do mean it.

5 George House, Princes Court,
Beam Heath Way, Nantwich,
Cheshire CW5 6GD

Training teams is what we do really well, so if you have more than one person to train it may be more cost effective for you to consider our corporate solutions. Courses are offered online, on-site or virtually; there are so many options so it’s best for you to email us at learning@trainingbytesize.com with your requirements and we will send you a tailored quote.

Online learning is a great way to study and our e-learning courses are interactive and engaging.

Studying for your qualification online is a viable option for so many project managers:

Learning is completely flexible to suits your busy schedule
The interactive online course consists of voice-over and animation to keep you engaged throughout the learning
You can access it anywhere in the world and take your exam online at a time that suits you best
The Foundation e-learning will take around 10 hours to complete and includes a quiz bank which contains a range of questions to test your knowledge and understanding of the course prior to sitting the official exam
Our pass rates are well in excess of the national average (nearly 100%!), there is really no reason you should fail!

SDI Service Desk Analyst (SDA) Training Course

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