Service Desk Analyst Certification Course (SDA)
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Turn everyday interactions into moments of impact.
In today’s fast-paced IT support world, your role isn’t just to fix problems – it’s to reassure, connect, and empower. Join our Service Desk Analyst Certification Course and transform everyday interactions into moments of trust and impact. Earn a globally recognised qualification that not only sharpens your skills but also reignites your professional pride.
This three-day, interactive IT service desk training programme is designed to give IT service and support analysts the skills, tools, and confidence to deliver exceptional service.
Why Choose the Service Desk Analyst Certification?
Every day you respond to changing priorities, solve problems, and support a variety of people, tools and systems. We know the pressure never lets up. That’s why we created the Service Desk Analyst Certification Course.
This course equips you with not just best-in-class techniques, but the confidence to turn every customer encounter into a meaningful experience. Walk away certified – and truly proud of the difference you make.
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What SDI’s trainers say about the SDA course
Build on your skills and gain a professional qualification. Join the thousands of IT professionals who are advancing their careers and driving continual service improvement with SDI. The Service Desk Analyst Certification Course is more than training — it’s your path to becoming a confident, effective, and empowered team member and potential future leader.
Trusted by Thousands Worldwide
Experienced, Expert ITSM Trainers
Over 35 Years as Service Desk Specialists
Accredited by PeopleCert
Why the Service Desk Analyst Qualification Matters
This three-day IT service desk training course equips you with the skills and knowledge required to excel in this challenging role, ensuring you can meet and exceed the expectations of your organisation and customers. The Service Desk Analyst Certification delivers practical strategies that benefit you and your organisation.
What You’ll Gain
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Proven practices to improve the level of service you deliver
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Communication skills to boost confidence, resilience and effectiveness
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Frameworks and examples to understand what excellent service looks like
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Techniques to boost customer satisfaction and colleague relationships
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Internationally recognised Service Desk Analyst qualification (exam by PeopleCert)
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Stronger career prospects and recognition from colleagues
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Reduced stress with clear, practical tools
What Your Organisation Gains
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Higher service desk efficiency and customer satisfaction
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Better employee engagement and retention
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Consistent standards and practices when analysts are routinely trained
Course Content
This course contains everything that is typically core to the role of a Service Desk Analyst:
- Roles and responsibilities: learn everything you need to know about being a professional, efficient, and effective Service Desk Analyst and the key features of delivering service excellence
- Relationship management: discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective
- Effective communication skills and competencies: explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate
- Problem-solving: a close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster
- Effective rapport and conflict management skills: learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation
- Resilience: understand and develop emotional resilience to help detect and manage both positive and negative signs of stress
- Managing practices, processes, and procedures: establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation
- IT Service Management: learn about the purpose and roles within the Service Desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management
- Quality assurance program: review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics
- Managing customer feedback: understand the purpose, objectives, and components of successful feedback management
- Support methods: gain an insight into the different methods of delivering support, including the benefits of remote support and self-service
- AI & automation: identify common examples, benefits and challenges of AI and automation within service management
About the course
Duration: 3 day course, 9am – 4.30pm BST / GMT
Delivery format: Live virtual classroom, instructor-led, interactive
Price: £1396 plus VAT (includes the PeopleCert exam fee)
Save £209.40 with SDI membership, member price ££1186.60 plus VAT. See how much you can save with SDI’s Training Savings Calculator.
Certification: Proctored 60-minute Service Desk Analyst exam by PeopleCert. Candidates can sit the exam remotely up to 12 months after the date of the course.
Join the SDI community to connect with other service desk professionals.
Download the Service Desk Analyst Professional Standard
Download the Service Desk Analyst Professional Standard — the best practice framework created specifically for the Service Desk Analyst role. It’s the foundation of our Service Desk Analyst Certification Course, ensuring that your training is aligned with proven industry standards and equips you with the skills to run a high-performing IT service desk.
Download
Requirements
To take part in this interactive virtual course you will need:
▪️ A computer with a webcam (we ask that webcams are turned on throughout the duration of the course)
▪️ Microphone/headset
▪️ High-speed internet connection
▪️ Ensure you connect 15 minutes before the session starts and log-in as a guest.
To help with the set-up, please download the Adobe Quick Start Guide.
Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.
Have questions?
Contact our team of advisors today by completing the form opposite.
See how much can you save on SDI trainingHappy Customers
“The course itself was very informative – I am now able to be better at my service desk role and deal with customers far more efficiently.
I loved the course material and the trainer was amazing!”
DEBRA HELEN SMITH NHS Ayrshire & Arran
“It’s been a great learning experience for a person who is new to this role. This course gives a fantastic overview of the Service Desk Industry and the roles/responsibilities associated with SDA.
The learning from this course will really help me perform the role better. Thanks SDI!”
ABHISHEK CHADHA Arcesium India Pvt Ltd
“Lynne was fantastic, very knowledgeable and had the depth of experience to be able to answer all of our questions and facilitate excellent discussion”
KATE JACKSON University of Reading
“The best training course I have ever been on!
Extremely insightful and informative. If you’re looking to get into management, this course is for you!”
GARY WHEATE Lanware
“So engaging and motivating, I’ve come away much more confident. Great course and great trainer!”
SHANNON MALONE Noble Foods Ltd
“The overall experience was fantastic, the instructor was very engaging and had a wealth of knowledge from personal experience.”
BOBBY AIKEN Utilize plc
“I definitely recommend this course if you want to further your career in the IT Service Desk industry.”
TEAM LEADER Anglia Ruskin University
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Become a Premium Member for instant discounts on training including the Service Desk Analyst and Service Desk Manager qualification courses.
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