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SDI Service Desk Analyst (SDA) Training Course


Service Desk support is an essential part of delivering consistent IT Service Levels, and If you are a service desk operator, specialist or manager seeking professional development and recognition of your skills, then the SDI Service Desk Analyst qualification is for you. The responsibilities of a support analyst are constantly changing and a wide ranging set of skills are needed across the board.

By achieving an SDI certification you will: demonstrate to an employer that you understand the best practice standards for your role; have the knowledge, skills and competences to apply your understanding on a day-to-day basis; positively impact the efficient running of a service desk.

The course covers an extensive range of subjects, from tools and technologies, problem solving techniques, understanding customer needs and motivation, how to handle difficult situations, teamwork and much more.

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Course Details

Level Introductory
Pre-requisites None
Accreditation PeopleCert
Exam format Multiple choice questions
Exam duration 1 hour
Exam pass mark 65%
Our pass rate 100%

Group Training

You could save up to 30% on individual prices. Get in touch today and see how we can help your team with their project management training.

  • Course outline
  • Audience
  • Exam
  • Why Training ByteSize
  • Resources

What does the course cover?

  • Lesson 1 – Roles and Responsibilities
  • Lesson 2 – Relationship Management
  • Lesson 3 – Effective Communication Skills and Competencies
  • Lesson 4 – Problem Solving
  • Lesson 5 – Effective Rapport and Conflict Management Skills
  • Lesson 6 – Effective Process Management
  • Lesson 7 – IT Service Management
  • Lesson 9 – Quality Management for the Service Desk
  • Lesson 10 – Service Desk Technologies
  • Lesson 11 – Tools and Technologies

At the end of this course you will be able to:

  • Explain the four key concepts that describe the required skills, competencies and knowledge for the service desk analyst
  • Summarise the role and responsibilities of the service desk
  • Demonstrate the attributes, skills and knowledge required to fulfil the role effectively
  • Recognise when to use those attributes, skills and knowledge to deal effectively with a variety of situations
  • Explain how to better identify customers’ needs and motivations
  • Recognise the benefits of teamwork
  • Demonstrate the skills for handling difficult situations
  • Recognise the need for effective and well thought out processes and procedures
  • Describe the key IT service management processes in the areas where the service desk has clear responsibilities
  • Recognise the importance and benefits of having service level agreements, operational level agreements and underpinning contracts in place
  • Recognise the value and benefits of customer satisfaction surveys
  • Identify the need for, and value of, metrics in the service desk environment
  • Describe some of the available tools and technologies for service desk staff and customers to use
  • Summarise how to effectively use social media tools in the service desk
  • Be prepared for taking the service desk and support analyst examination

Is the course right for me?

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 will help analysts who are looking to grow in their role and gain a recognised qualification in their profession, develop practical skills while earning a certificate that endorses their commitment and knowledge.

Examples of professional job titles include:

  • Support Analyst
  • Service Desk Analyst
  • First-line Analyst
  • Second-line Analyst
  • Client Support Technician/Consultant
  • Desktop Support Analyst
  • Customer Support Officer
  • Technical Support Analyst
  • Service Centre Analyst

Exam format

The Service Desk Analyst exam is based on the SDA standard. The SDI qualification is an open qualification standard. SDI is the administrator, facilitator and arbitrator of the standards. The exams are independently administered and proctored by APM Group. Training Bytesize’s courses are accredited by APM Group International.

  • 1 Hour
  • 60 computer-based, multiple-choice questions
  • Designed to test your knowledge and understanding of the official SDI standards
  • Take your exam online with ProctorU, find out more on our exams page

Why study with Training Bytesize?

As experts in delivering project management training through a range of study styles, your success is key to our success. We understand how people learn, we know how to train people to pass exams, we employ the best trainers and specialise in small class sizes to help you get the best from your investment. So, if you’re looking to enhance your project management skills and ensure you pass first time, Training ByteSize is a name you can trust.

As a family run business, project and programme management training is in our blood, and so is innovation. Our founders have been part of the industry since the 1990’s, specifically founding Key Skills and developing the world’s first accredited e-learning course for PRINCE2.

Today we are proud to continue with world firsts; with second generation Victoria at the helm, she had led Training ByteSize to ensure were the first company to develop and deliver e-learning options for accredited courses including Business Analysis Foundation, ITIL4, and AgilePM.  When we say we’re experts in project management training, we really do mean it.


10 top tips to study online

Our top 10 tips to study online Today we’re sharing our top 10 tips to study online. We caught up with our Chairman, Martyn Kinch, who has over 30 years’ experience in the industry and back in the 1990’s led the development of the world’s first accredited e-learning course for PRINCE2, so we consider him an […]


  • Online


Course Includes

SDI Service Desk Analyst online training and official exam – 6 months access

£395.00 +VAT

Tutor support

Learn now pay later

Online learning is a great way to study and our e-learning courses are interactive and engaging.

Studying for your qualification online is a viable option for so many project managers:

  • Learning is completely flexible to suit your busy schedule
  • The interactive online course consists of voice-over and animation to keep you engaged throughout the learning
  • You can access it anywhere in the world and take your exam online at a time that suits you best
  • The e-learning will take around 10 hours to complete and includes a quiz bank which contains a range of questions to test your knowledge and understanding of the course prior to sitting the official exam
  • Our pass rates are well in excess of the national average (nearly 100%!), there is really no reason you should fail!

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Why consider onsite training with Training ByteSize?

  • Cost per person is significantly reduced
  • Pass rates are in excess of the national average
  • Dedicated account manager to see the project through with you
  • Our trainers have a wealth of experience across a variety of industries
  • All our training advisors are qualified in the subject they’re advising on

Call our our friendly team today and we would be delighted to help, you can speak to us on +44 (0)1270 626330 Alternatively, fill out the form below and we'll get back to you as soon as we can.

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