Service Desk Analyst

The SDI Service Desk Analyst Course provides the essential skills and knowledge required for delivering customer service and support excellence. Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the modules covered in SDI’s professional standard for Service Desk Analysts.

SDA Course Overview:

This course contains 11 modules that are core to the role of a service desk analyst:

    • Roles and responsibilities – learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support
    • Relationship management – discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork
    • Effective communication skills and competencies – identify and develop the core competencies of communication required on the service desk
    • Problem-solving – examine the process and practice the techniques
    • Effective rapport and conflict management skills – learn how to deal successfully with a variety of people and situations, including the difficult ones
    • Effective processes management – establish the need for processes and procedures for call handling and how to create high-quality documentation
    • IT Service Management – learn about the role of the service desk in the incident management process such as best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge and service level management, IT security
    • Quality assurance activities – review the importance of quality processes, customer satisfaction surveys and the benefits of metrics
    • Tools and technologies – gain an insight into the basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology

 Download Brochure for course outline  |  Exam 

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 is perfect for analysts looking to grow in their role and gain a recognised qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

At the end of this course you will have:

  • Essential skills and competencies to deliver efficient and effective support in the Service Desk environment

  • Practical knowledge of how to use these skills to deal effectively with a variety of situations

  • A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations

  • Understand the importance of teamwork in the support environment

  • A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst


The Service Desk Analyst Course can also be tailored for in-house delivery for focused groups or project teams at your premises.

Find out more by visiting our bespoke and in-house training page here>>


Visit the Find A Course page and use the filters to select Service Desk Analyst. Select your date and location, then click ‘Book Now’ to add to your cart.


Contact a member of our training team on +44 (0)1689 889100


Contact us at [email protected]

Our Trainers

SDI courses are delivered by experienced trainers who combine service desk knowledge and real-world experience with the latest learning techniques. That’s why we are the choice of so many of the UK and Europe’s most successful service desks.

“I thoroughly enjoyed the experience and found the course very informative. As well as learning the standards, it gave me more confidence in my role. It was great to meet other people from different areas and discuss different ideas and opinions. I feel that I am more in tune with what my analysts do and how they do it, helping us work together.
– Cindy Sikkema-Bridger, Customer Service Co-ordinator, Brett Group

Download SDI Training & Development Brochure
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