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Service Desk Analyst

Transform the Way you Interact with your Customers


Training and Certification

Excellent customer service through efficient IT support – whether it be face – to –face, via email, over the phone, by IM or SMS – is vital to ensure a company consistently delivers to its agreed IT service levels. The importance of delivering high levels of customer service in today’s support environment means that responsibilities of IT support analysts are many and, as a result, diverse skill – set is required to meet the constantly evolving and increasingly challenging demands placed on them. This course equips analysts with the essential skills for delivering excellent levels of customer service and support.

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. 

Why take the


Service Desk Certification is designed to operate on three distinct levels to benefit you and your organization:


By allowing your organisation to formally assess their capability through a service desk certification audit you are able to identify areas and methods for improvement. The audit poses a series of questions around the 9 criteria of the standard and builds a picture of your organisation. It challenges you to look afresh at your organisation examining what you deliver and how.


Certification allows individuals and teams within the organisation to explore and acquire new skills, thus building their capacity for delivering service excellence. The programme provides advice and guidance, at every assessment stage, on a whole range of tools and techniques that can be used to deliver exceptional IT support. In this way, both individuals and teams can learn new skills and gain greater understanding of their skills and how they can be used to build a truly excellent service desk.


Organisations, who seek formal accreditation to the service desk certification standard, are able to demonstrate their competence, identify key areas for improvement and celebrate their success.


  • A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk analyst.

  • The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards.

  • A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations and how to handle difficult situations.

  • Recognizing of the importance of teamwork in the support environment.

  • Knowledge of core IT Service Management processes and the role of the service desk within these.

  • Practical problem solving techniques to help resolve customers’ issue first time.

  • An understanding of service desk metrics, service level agreements, customer satisfaction surveys, and the latest service desk tools and technologies.

  • Awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity

  • Practical preparation for passing the service desk analyst examination.


The SDA qualification course is for front – line IT Service and support analysis with some experiences in a first – line or second- line service desk environment. 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.

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