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SDA: Service Desk Analyst

Length: 3 Days    Cost: $1,800 + GST    Version: SDA

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About this Course

The Service Desk Analyst is a three-day training course which leads to the Service Desk Analyst qualification. This course is designed to provide service desk and support analysts with the skills to work consistently within industry recognised 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 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.


There are no prerequisites for this course, thus anyone can attend.

At Course Completion

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.

Excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS or through social media channels to its agreed IT service levels.

This course equips analysts with the essential skills for delivering an excellent level of customer service and support. It specifically covers:

  • The roles and responsibilities of a service desk professional.
  • How to develop and employ the essential skills required for a service desk and support analyst.
  • How to summarize and follow service desk processes.
  • How to identify and describe service desk tools and technologies.

There are three key distinctions in regards to responsibility and ownership which we would like to clarify for delegates. As the training institution, ACE is responsible for delivering the training material and facilitating the exam. PeopleCert is responsible for the examination and the overall ownership of the material belongs to SDI.

Course Outline

Roles and Responsibilities

Learn everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver service excellence.

Relationship Management

Discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service and dealing effectively with difficult situations.

Effective communications Skills

Develop the core competencies for the effective communication required on the service desk including telephone, listening and writing skills.

Effective Rapport

Learn how to deal successfully with a variety of people, behaviours and situations, including the difficult ones.

Quality Assurance Activities

Review the importance of having quality processes, conducting customer satisfaction surveys and the value and benefits of metrics.

Effective Process Management

Establish the need for processes and procedures and how to create high quality documentation.

IT Service Management

Learn about the incident management process including the importance of accurate call logging, best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge management, service level management and IT security management.

Problem Solving

Examine the process and practice the techniques of creative problem solving.

Service Desk Technologies

Identify common technologies and examine the methods of support used by the service desk such as remote support, desk-side support, online chat, self-service and self-help.

Tool and Techniques

Gain insight into common service desk technologies and take a look at the basics of ACD and IP technology, and social media.

Exam Format

  • Multiple choice
  • 60 questions per paper
  • 39 marks required to pass (out of 60 available) - 65%
  • 60 minutes duration
  • Closed Book

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