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Service Desk Analyst Course & Examination

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£1,095

+ VAT

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Highlights

Delivered Online
3 days
All levels

Dates

Oct5
From: 10/5/26, 9:00 AM GMT+1
To: 10/7/26, 4:00 PM GMT+1
Delivered Online
£1,095+ VAT
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Description

Build the skills, confidence and professional recognition to excel as an IT support analyst with this 3-day Service Desk Analyst (SDA) certification course. Aligned with ITIL and based on the SDI Professional Standard, this course provides a thorough grounding in both the technical and human skills essential to delivering an outstanding customer support experience.

Delivered live in our virtual classroom by an expert instructor, this course prepares you for the SDI Service Desk Analyst examination, awarded by PeopleCert. Join from anywhere with an internet connection.

What is the SDI Service Desk Analyst certification?

The Service Desk Analyst (SDA) certification is the globally recognised professional standard for first and second-line IT support analysts, developed by the Service Desk Institute (SDI) and awarded by PeopleCert. It defines what it means to be a skilled, professional and effective service desk analyst, going far beyond technical knowledge to include the communication, emotional intelligence and problem-solving capabilities that make the real difference in customer interactions.

Earning the SDA qualification provides analysts with a clearly defined measure of professional achievement, supports career progression and raises the profile and professionalism of the entire support operation.

About this course

The SDA course accompanies the SDI Service Desk Analyst Professional Standard and is designed to equip analysts with the full range of skills needed to deliver service excellence consistently. While the principles are relevant to all service and support professionals, the qualification is primarily aimed at first and second-line analysts with some experience in a service desk environment.

The course covers twelve core competency areas, each of which directly impacts the quality of support delivered:

Roles and responsibilities - what it means to be a professional, efficient and effective service desk analyst and the key features of service excellence

Relationship management - collaboration, teamwork, customer relationship building and cultural awareness in a global support context

Effective communication skills - verbal and non-verbal communication, active listening, formal and informal communication styles

Problem-solving - critical thinking, inductive and deductive reasoning, problem-solving techniques and reaching faster resolutions

Rapport and conflict management - building rapport with colleagues and customers, emotional intelligence and conflict resolution and negotiation

Resilience - recognising and managing positive and negative stress, building emotional resilience in a support environment

Practices, processes and procedures - interaction handling frameworks, high-quality documentation practices and continuous improvement

IT Service Management - the purpose of key ITSM practices including incident management, service request management, problem management, knowledge management and information security management

Quality assurance - QA activities, customer satisfaction surveys, commonly used QA practices and the role of metrics in service improvement

Managing customer feedback - the purpose, objectives and components of effective feedback management

Support methods - remote support, self-service channels and the benefits of different support delivery approaches

AI and automation - common examples of AI and automation in service management, their benefits and the challenges of implementation

What will I learn?

By the end of this course, you will be able to:

Apply the skills, competencies and knowledge required of a professional service desk analyst in line with SDI best practice industry standards

Identify customer needs and motivations and adapt your approach to handle a wide variety of support situations effectively

Build strong working relationships through cultural awareness, active listening and rapport-building techniques

Work effectively as part of a support team and contribute positively to team performance and morale

Apply creative problem-solving techniques to resolve customer issues efficiently and identify new and alternative solutions

Apply core IT service management processes, including incident, problem, service request and knowledge management within a service desk context

Use quality assurance practices and customer satisfaction data to measure and continuously improve the support experience

Evaluate support tools, technologies and AI applications understanding their benefits and associated risks

Earn a globally recognised professional qualification that demonstrates your commitment to service desk excellence

Who is this course for?

The SDA qualification course is designed for front-line IT support professionals who are ready to formalise their skills and gain a recognised professional credential. It is particularly suited to:

First-line and second-line IT service desk analysts with some experience in a support environment

IT support staff looking to develop professionally and advance their careers

Help desk and support centre professionals seeking an internationally recognised qualification

Team leaders wanting a stronger technical and soft skills foundation before moving into management

Organisations looking to raise the professionalism and consistency of their support team

Are there any prerequisites?

There are no mandatory prerequisites for this course. It is recommended that candidates have some experience working in a first-line or second-line service desk environment to get the most from the content and practical examples.

Certification & Exam

Successful candidates earn the SDI Service Desk Analyst certification, awarded by PeopleCert. The examination voucher is included in the course fee and can be scheduled after the course at your convenience.

Format	Online, multiple-choice, proctored
Duration	60 minutes
Questions	60 multiple-choice questions
Standard pass mark	75% - 45 out of 60 correct
Mastery pass mark	87.5% - 53 out of 60 correct
Scheduling	Available after course completion, sit at your convenience
Voucher validity	12 months from date of issue

We recommend sitting your exam as soon as possible after the course while the content is fresh.

How is this course delivered?

Virtual Classroom | 3 days Delivered live in our virtual classroom over 3 days by an expert SDI-accredited instructor. The course combines knowledge, practical exercises and real-world scenarios to develop both the technical and interpersonal skills that define a high-performing service desk analyst. Join from anywhere with a stable internet connection.

Onsite or Private Group | Flexible duration Bring ITSM Hub to your organisation. Our facilitators can deliver training at your premises or run a private virtual classroom on dates and times that suit your team, an excellent option for organisations looking to uplift their entire support function at once.

What's included?

Every Service Desk Analyst course includes:

Access to accredited SDI course materials through the ITSM Hub learning portal

SDI Service Desk Analyst online exam voucher from PeopleCert, valid for 12 months

Post-course instructor support, your instructor is available after the course to assist with exam preparation

Optional add-ons

Upgrade your enrolment at checkout with one of the following options:

Add-On	What's included	Best for
PeopleCert Take2	One free exam re-sit if you don't pass first time, subject to PeopleCert's Take2 terms	Anyone who wants extra peace of mind
PeopleCert Plus Membership	12-month subscription including Take2 re-sit and a range of candidate resources	Anyone who wants ongoing access to PeopleCert study tools and benefits

Frequently Asked Questions

What is the difference between the standard pass and the mastery pass?
Both represent a passing result and earn you the SDA certification. A standard pass requires 75% (45 out of 60), while a mastery pass requires 87.5% (53 out of 60). The mastery designation recognises exceptional performance and may be relevant for certain career progression or organisational recognition schemes.
Is this course suitable for someone new to the service desk?
It is recommended that candidates have some experience working in a first or second-line support environment, as the course builds on practical workplace experience. If you are entirely new to the service desk, we suggest gaining some hands-on experience first to get maximum value from the content.
Is the SDA certification recognised outside Australia?
Yes, the SDI SDA is a globally recognised professional qualification and is respected by employers across the IT service management industry worldwide.
What comes after SDA?
For analysts looking to move into leadership, the Service Desk Manager (SDM) course is the natural next step. It covers the full management toolkit for running an effective service desk operation.