Service Desk Analyst Training - Canada

Service Desk Analyst (SDA) v8 Course Outline 

Domain 1: Professionalism and Roles

Module 1: Service Desk

• Purpose of the Service Desk
• Activities of the Service Desk that Demonstrate its Values
• Role of Service Desk Leadership and Management

Module 2: Service Desk Analyst

• Role of the Service Desk Analyst
• Responsibilities of the Service Desk Analyst

Module 3: Best Practice

• Sources of Service Desk and IT Methodologies and Best Practice
• Maintain Knowledge of IT Standards, Frameworks, and Methodologies

Module 4: Policies and Governance

• Purpose of Organisational Policies
• Areas Covered by Organisational Policies

Module 5: Personal Accountability

• Importance of Making and Honouring Commitments
• How to Protect and Enhance the Image of the Service Desk?

Module 6: Service Attitude

• Explain the Terms: Attributes, Skills and Knowledge
• Characteristics of a Good Service Attitude
• Impact of a Good Service Attitude
• Skills Required to Deliver Excellent Customer Service

Module 7: Teamwork

• Basic Concepts of Teamwork
• Responsibilities of People Working in a Team Environment
• Benefits of Teamwork
• Characteristics of an Effective Team
• Features Found in a Supportive Workplace

Module 8: Business Relationships

• Behaviours for Establishing Effective Relationships with Customers

Module 9: Cultural Awareness

• Demonstrate Sensitivity and Respect for Other Cultures
• Practice Techniques for Communicating Cross-Culturally

Domain 2: Analyst Skills

Module 10: Communication

• Describe Ways People Communicate
• Difference Between Formal and Informal Communications
• Barriers to Effective Communication

Module 11: Verbal and Non-Verbal Communication Skill

• Principles of Good Verbal skills
• Principles of Good Non-Verbal Communication Skills

Module 12: Listening Skills

• Principles of Active Listening
• Paraphrasing and its Significance
• Advantages of Active Listening
• Barriers to listening and Understanding

Module 13: Written Communication

• Using Correct Grammar and Spelling is Essential in Documentation and Written Communications
• Components Needed for Writing Professional Business Communications and Documentation

Module 14: Questioning Skills

• Difference Between Open and Closed Questioning
• Structured Questioning Technique

Module 15: Problem Solving

• Skills Needed for Effective Problem Solving
• Steps in a Typical Problem-Solving Technique

Module 16: Rapport Techniques

• Emotional Intelligence
• Elements of Emotional Intelligence
• Benefits of Emotional Intelligence
• Common Customer Emotions or Actions that an Analyst Requires to Manage
• Methods for Acknowledging the Customer’s
• Techniques for Dealing with Negative Reactions from Customers

Module 17: Conflict and Negotiation Skills

• Signs that Conflict is Developing
• Appropriate Actions to Reduce and Eliminate Conflict
• Define the Negotiation
• Elements of Negotiation

Module 18: Interaction Management Skills

• Benefits of Professionally Managing Interactions
• Benefits of Using a Standard Greeting
• Actions for Managing and Redirecting Issues Related to Unsupported Items
• Behaviours and Situations to Avoid When Interacting with Customers
• How to Manage an Abusive Customer?
• How to Manage an Angry Customer?
• How to Manage an Inconvenienced Customer?
• How to Manage an Over talkative Customer?
• How to Manage an Emotionally Distressed Customer?
• How to Manage a Customer that is Reluctant to End an Interaction?
• How to Professionally Disengage from a Support Interaction?

Module 19: Resilience

• Importance of Emotional Resilience
• Common Causes of Stress
• Signs of Positive Stress
• Signs of Negative Stress
• Describe the responsibility we have to Manage Stress for Ourselves and our Colleagues
• Actions that Reduce Stress

Module 20: Time Management

• What Multitasking Means in a Support Environment?
• Techniques to Improve Time Management
• Benefits of Effective Time Management

Module 21: Positive Approach and Attitude

• Differences Between Aggressive, Assertive and Passive Behaviour
• Importance of Demonstrating Confidence
• How Confidence is Demonstrated?

Module 22: Professional Development

• Methods for Enhancing Personal Professional Development

Domain 3: Practices, Processes and Procedures

Module 23: Practices, Processes and Procedures

• Practice, Process, and Procedure Management
• Importance of Documenting Practices, Processes, and Procedures

Module 24: Incident Management

• Purpose of Incident Management
• Incident
• Objectives of Incident Management
• Principal Activities that the Service Desk Analyst Performs in Incident Management
• Benefits of Effective Incident Management
• Common Measures of Success for Incident Management

Module 25: Service Request Management

• Purpose of Service Request Management
• Service Request
• Objectives of Service Request Management
• Common Measures of Success for Service Request Management

Module 26: Recording Incidents and Requests

• Primary Reasons for Recording Incidents and Requests
• Procedure for, Information Required, to Raise an Incident or Service Request
• Determine the Priority of an Incident or Service Request
• Steps Required to Resolve an Incident or Service Request

Module 27: Explain the Two Types of Escalation

• Two Types of Escalation
• Circumstances in which Escalation is Suitable

Module 28: Status Updates

• Importance of Status Updates
• Information to Provide in a Status Update

Module 29: Problem Management

• Purpose of Problem Management
• Problem
• Reactive and Proactive Problem Management
• Objectives of Problem Management
• Service Desk’s Responsibilities in Problem Management:
• Three Phases of Problem Management
• Primary Activities of Problem Management
• Common Measures of Success for Problem Management

Module 30: Change Enablement

• Purpose of Change Enablement
• Describe a Change
• Types of Change
• Objectives of Change Enablement
• Service Desk’s Responsibilities in Change Enablement
• Activities in Change Enablement
• Common Measures of Success for Change Enablement

Module 31: Service Level Management

• Purpose of a Service Level Management
• Objectives of Service Level Management
• Service Level Agreement
• Typical Content of a Service Level Agreement that is Relevant to the Service Desk (SLA)

Module 32: Service Catalogue Management

• Purpose of Service Catalogue Management
• Service Catalogue
• Objectives of Service Catalogue Management
• Necessary Components of an Entry in the Service Catalogue

Module 33: Service Delivery Model

• Different Kinds of Sourcing Methodologies and Models Available for Delivering IT Services

Module 34: Knowledge Management

• Purpose Knowledge Management
• Objective of Knowledge Management
• Why Knowledge Management is Important to the Service Des
• Why it is Essential to Maintain Knowledge?
• Common Measures of Success for Knowledge Management

Module 35: Information Security Management

• Purpose of Information Security Management
• Objective of Information Security Management
• Importance of Information Security Policies
• Service Desk’s Responsibilities in Information Security Management
• Potential Security Threats to the Organisation that Might Occur through the Service Desk
• Types of Security Policies
• Importance of Reporting Security Compromises
• Importance of Legal Compliance
• Importance of Software License Management
• Importance of Confidentiality

Module 36: Service Continuity Management

• Purpose and Responsibility of the Service Continuity Management
• Purpose of a Service Continuity Plan
• Components of a Service Continuity Plan

Module 37: Quality Assurance Program

• Purpose of a Quality Assurance (QA) Program
• Objectives of a Quality Assurance (QA) Program
• Common QA Practices used by a Service Desk
• Methods for Monitoring Calls and Other Interactions
• What is Meant by Incident and Service Request Monitoring
• Methods for Monitoring Incidents and Service Requests
• Benefits of Interaction, Incident, and Service Request Monitoring

Module 38: Managing Customer Feedback

• Purpose Managing Customer Feedback
• Objectives of Managing Customer Feedback
• Common Sources of Customer Feedback
• Components of Managing Customer Feedback
• Three Most Common Types of Surveys and the Importance of Each Type

Module 39: Service Desk Metrics and Statistics

• Reason for Compiling Service Desk Metrics
• Common Service Desk Metrics

Domain 4: Resources

Module 40: Support Methods

• Methods Used for Delivering Service and Support
• Purpose of Using IT Service Management Systems in a Service Desk Environment
• Primary Objectives of Using IT Service Management Tools
• Benefits of Remote Support
• Common Disadvantages of Using Remote Support Tools
• Benefits of Using Live Chat and Collaboration Tools
• Commons Risks of Using Live Chat and Collaboration Tools
• Describe Automatic Call Distribution (ACD)
• Common Automatic Call Distribution (ACD) Features

Module 41: Self-Service

• Describe Self-Service
• Benefits of Self-Service
• Risks of Self-Service
• Common Examples of Self-Service

Module 42: Automation

• Describe Automation
• Examples of Automation

Module 43: Artificial Intelligence (AI)

• Describe AI
• Common Examples of AI
• Benefits of AI
• Challenges of AI

Module 44: Social Media

• What is Meant by Social Media?
• How to Use Social Media Tools Effectively

Who Should Attend this Service Desk Analyst (SDA) Training Course?

This Service Desk Analyst Course is suitable for Analysts looking to grow in their role and acquire a recognised qualification for managing a Service Desk System. This training course is suitable for these professionals:

• Aspiring Service Desk Analysts
• Current Service Desk Analysts
• IT Support Technicians
• Customer Support Technicians
• IT Managers
• Incident Managers
• Business Analysts

Prerequisites of the Service Desk Analyst (SDA) Training Course

There are no formal prerequisites to attend this Service Desk Analyst (SDA) Course. However, some experience in managing a first or second-line Service Desk will be beneficial.

Service Desk Analyst (SDA) v8 Course Overview

Service Desk Analyst Training introduces delegates to the principles and techniques required for effective service desk support. It explains how structured analysis and best practices improve user satisfaction, service quality, and IT operational efficiency.

This training builds delegates’ ability to resolve issues efficiently, communicate clearly with users, and optimise support processes. It supports continuous improvement in IT service delivery and strengthens professional capability within service desk environments.

This 3-Day Service Desk Analyst (SDA) Course offered by The Knowledge Academy enables delegates to apply service desk principles with confidence. Through focused learning and practical activities, delegates gain the skills to manage incidents, enhance customer interactions, and deliver high-quality IT support aligned with organisational goals.

Service Desk Analyst (SDA) Course Objectives

• To understand the principles of service desk analysis and its role in IT support
• To manage incidents and service requests effectively
• To enhance communication and customer service skills
• To utilise tools and techniques for improving service delivery
• To implement frameworks and best practices aligned with SDA v8 standards

After completing this Service Desk Analyst (SDA) v8 Course, delegates will receive an internationally recognised Service Desk Institute Certification, demonstrating their competence and commitment to excellence in IT support operations.

What’s Included in this Service Desk Analyst (SDA) Training Course?

• Service Desk Analyst (SDA) Examination 
• World-Class Training Sessions from Experienced Instructors 
• Service Desk Analyst (SDA) Certificate 
• Digital Delegate Pack 

Service Desk Analyst (SDA) Exam Information 

The Service Desk Analyst (SDA) Exam assesses individuals' knowledge and skills related to service desk operations and customer support. This certification focuses on evaluating an individual's ability to effectively handle and resolve incidents, requests, and inquiries from users and customers. 

• Question Type: Multiple Choice 
• Total Questions: 60 
• Total Marks: 60 Marks  
• Pass Mark: 65%, or 39/60 Marks 
• Duration: 60 Minutes 
• Open Book/ Closed Book: Closed Book