Service Desk Analyst v9 (SDA) E-learning Self-paced Training Videos with Official PeopleCert Certification Exam 2 Attempts. – New Course Offer

Service Desk Analyst v9 (SDA)

Fast-track your IT service desk career with the SDI Service Desk Analyst v9 (SDA) certification. Develop practical skills in service delivery, customer support, communication, problem-solving, IT service management, and modern service desk practices.

Why Choose the Service Desk Analyst v9 Certification?

• Industry-recognized certification: Demonstrate your knowledge and commitment to professional service desk and IT support practices.
• Stand out to employers: Strengthen your professional profile and prepare for service desk and IT support opportunities.
• Career development: Build practical skills that can support career progression across service desk and IT support roles.

What Will You Learn?

• Roles and responsibilities: Understand the role of a professional Service Desk Analyst and the principles of delivering excellent service.
• Rapport and conflict management: Learn techniques for building positive relationships with customers and colleagues, managing conflict, and applying emotional intelligence.
• IT Service Management: Understand key practices including incident management, service request management, problem management, knowledge management, and information security management.
• Support channels: Explore different support methods, including remote support and self-service, and understand their benefits.
• Quality assurance: Learn about quality assurance activities, customer satisfaction surveys, common practices, and the use of service desk metrics.
• AI and automation: Explore the benefits, challenges, and common applications of AI and automation in service management.
• Communication skills: Develop effective verbal, non-verbal, formal, and informal communication skills, including active listening.
• Managing customer feedback: Understand the purpose, objectives, and key components of effective customer feedback management.
• Resilience: Develop an understanding of emotional resilience, stress indicators, and techniques for managing positive and negative emotions.

What Skills Will You Acquire?

• IT service and support: Develop core skills for delivering efficient IT support in line with SDI best-practice standards.
• Communication, rapport, and resilience: Strengthen communication, customer relationship, collaboration, confidence, and resilience skills.
• Problem-solving: Learn practical techniques for identifying, managing, and resolving customer issues effectively.

Career Opportunities

The certification can support roles such as:

• First-Line IT Support
• Help Desk Analyst
• Service Desk Analyst
• Senior Service Desk Analyst

At a Glance

• Standard: Aligns with the SDI Service Desk Analyst Professional Standard v9
• Recognition: Globally recognized certification
• Suitable for: Service Desk Analysts and first-level IT support professionals
• Exam access: Take the exam remotely within 12 months of the course

Examination

• 60 questions
• Question type: Multiple choice
• Duration: 60 minutes
• Format: Closed book
• Pass mark: 65%
• Higher Mastery: 52 questions with an 87% pass requirement