The importance of delivering high quality customer service in today’s support environment means that the responsibilities of IT support analysts are many and, as a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.

Based on the Service Desk Institute's (SDI) regularly updated Professional Standards - SDI certifications provide a structured IT service and support career path and progression route to Service Desk professionals

Course Duration : 3 Days Instructor Led Classroom Training

Certification & Exam Info

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 recognised 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

Typically, each day of the course will cover 3 to 4 sections, using lecture, group activities and practice questions.


The Service Desk Analyst training comprises ten primary sections, covering the following topics:

    • Roles and responsibilities
    • Relationship Management
    • Effective Communication Skills
    • Effective Rapport
    • Quality Assurance Activities
    • Effective Process Management
    • IT Service Management
    • Problem Solving
    • Service Desk Technologies
    • Tools and techniques

This course is designed to provide service desk and support analysts with the skills to work consistently within industry recognized standards and in-line with the best practices guidelines. It reviews the four key concepts covered in the standards: professionalism and roles, analyst skills, process and supported technologies and enabling tolls, on which the skills, competencies and knowledge required to deliver professional and effective support are based.


The SDA qualification course is for frontline IT service and support analysts with some experience in a first line or second line service desk environment.

Certification & Exam Info

Delegates who successfully completed the course and pass the exam will be awarded the Service Desk Analyst certification by APMG/SDI


  • Complex Multiple Choice
  • 60 questions
  • 1 hours duration
  • Scaled up to 60 Marks
  • 39 Marks required to pass

There are no prerequisite requirements for taking the Service Desk Analyst training

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