Online Training Course

Are you a service desk operator, specialist or manager seeking professional development and recognition of your skills? Then the Service Desk Analyst qualification is for you.

Get qualified $749


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 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.
The e-learning course is valid for 12 months so you can study the course in your own pace. As you have 24/7 access to the learning materials you determine when you study. The course will take around 12 hours to complete and is equivalent to 3 days in a classroom. The exam can be taken online when you are ready in a location to suit you.


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Exam type
50 multiple choice questions / 40 Minutes

Course Brochure


From $749

You can study this course and take the exam entirely online wherever in the world you are based.



If you have more than 5 people looking to attend the course then it may be more cost effective for us to come to you.

Course Syllabus

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

Target Audience

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 recognized 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

Learning outcomes?

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
Summarize the role and responsibilities of the service desk
Demonstrate the attributes, skills and knowledge required to fulfill the role effectively
Recognize 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
Recognize the benefits of teamwork
Demonstrate the skills for handling difficult situations
Recognize 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
Recognize the importance and benefits of having service level agreements, operational level agreements and underpinning contracts in place
Recognize 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
Summarize how to effectively use social media tools in the service desk
Be prepared for taking the service desk and support analyst examination

Examination information

1 Hour
60 computer-based, multiple-choice questions
Designed to test your knowledge and understanding of the official SDI standards

Why study this course with Training Bytesize?

We’ve been in the Project Management training space for over 20 years and we strive for the highest quality learning experience teamed with outstanding customer service.

You have choice when it comes to choosing who you study with and we would be honoured if you chose us. From the moment you pick up the phone or submit a web enquiry you will be in the trusted hands of one of our qualified training advisors who have done most of the courses themselves!

As a family business we care about your custom and we build our business on partnerships and shared outcomes – An enjoyable learning journey coupled with the desire for you to pass your exam first time.

We train across multiple industry sectors from Nuclear, Transport, Utilities, Education, Public Sector, Private Sector, Aerospace, Corporate, Construction, Finance and many others so we understand your language.

Benefits For Your Organisation

Reduce unnecessary spend and optimize public value.
Reduce consultancy costs.
Faster throughput and a clear, proportionate approval process.
Improve quality of decision making.

For You

An improved understanding of the Better Business Case process, relevant to both those responsible for producing business cases and those who approve them.
Understanding of an established and proven methodology which can be applied at both strategic (macro) and tactical (micro) levels.
Core business competency for any manager or director.

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