Service Desk Analyst (SDA) v9 Training Overview

Course syllabus

Who it’s for

What’s included

Exams

FAQs

Service Desk Analyst (SDA) v9 Training Outline

Module 1: Professionalism

  • The Service Desk
  • The Service Desk Analyst
  • Vision, Mission and Values
  • Policies and Governance
  • Personal Accountability
  • Service Attitude
  • Teamwork
  • Relationship Management
  • Cultural Awareness
  • Environmental, Social and Governance

Module 2: Analyst Skills

  • Communication
  • Verbal and Non-Verbal Communication Skills
  • Listening Skills
  • Written Communications Skills
  • Questioning Skills
  • Effective Troubleshooting skills
  • Rapport Techniques
  • Conflict and Negotiation Skills
  • Interaction Management Skills
  • Positive Approach and Attitude

Module 3: Managing the Employee Experience

  • The Employee Experience
  • Diversity, Equity, Inclusion, and Belonging (DEIB)
  • Challenger Safety
  • Resilience

Module 4: Practices, Processes and Procedures

  • Practices, Processes and Procedures
  • Incident Management
  • Service Request Management
  • Incident and Service Request Recording
  • Smart Shifting
  • Escalation
  • Status Updates
  • Problem Management
  • Change Enablement
  • Service Level Management
  • Service Catalogue Management
  • Knowledge Management
  • Information Security Management
  • Risk Management
  • Continual Improvement

Module 5: Managing the Customer Experience

  • Customer Experience (CX)
  • Experience Level Agreements (XLA’s)
  • Quality Monitoring Program
  • Feedback Management
  • Service Desk Metrics and Statistics

Module 6: Supported Technology and Enabling Tools

  • Support Methods
  • Self-Service
  • Omni-Channel Support
  • Automation

Module 7: Artificial Intelligence

  • Artificial Intelligence (AI)
  • Describe AI
  • Describe the Subfields of AI: Natural Language Processing (NLP) and Machine Learning (ML)
  • List common examples of AI in ITSM
  • Identify the Benefits of AI in ITSM for Customer Experience
  • Describe how AI can support the Service Desk
  • Identify the Challenges of AI
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Who Should Attend This Service Desk Analyst (SDA) v9 Training Course?

This Service Desk Analyst (SDA) v9 Training Course is suitable for professionals who want to develop practical service desk skills and improve customer and employee support experiences. This training course is suitable for these professionals:

  • Aspiring Service Desk Analysts
  • Service Desk Analysts
  • Help Desk Analysts
  • IT Support Technicians
  • First-Line Support Analysts
  • Second-Line Support Analysts
  • Service Desk Team Leaders
  • IT Operations Professionals

Prerequisites of the Service Desk Analyst (SDA) v9 Training Course

There are no formal prerequisites to attend this Service Desk Analyst (SDA) v9 Training Course. However, some experience in a first-line or second-line service desk environment can be beneficial.

Service Desk Analyst (SDA) v9 Training Overview

The Service Desk Analyst (SDA) v9 Training introduces modern service desk operations and IT support. It covers analyst responsibilities, service management, and customer interactions. The course also explores professionalism and employee and customer experience.

Delegates will develop communication, troubleshooting, and interaction management skills. They will learn incident and service request management, escalation, and knowledge management. The course also covers AI, automation, and service desk metrics.

This 3-day course by The Knowledge Academy enables delegates to apply recognised service desk practices in IT support environments. They can manage incidents, improve service quality, and enhance customer and employee experiences. These skills support consistent service delivery and continual improvement.

Service Desk Analyst (SDA) v9 Training Objectives

  • To understand the role and responsibilities of a Service Desk Analyst
  • To manage incidents and service requests using recognised practices
  • To develop effective communication and troubleshooting skills
  • To enhance customer and employee service experiences
  • To apply escalation, knowledge management, risk management, and continual improvement practices
  • To understand the use of AI, automation, and service desk performance metrics

Upon completion of this Service Desk Analyst (SDA) v9 Training Course, delegates will be able to apply recognised service desk practices, manage incidents and service requests, and enhance customer and employee experiences. They will also understand the role of AI, automation, and continual improvement in service desk operations.

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What’s Included in this Service Desk Analyst (SDA) v9 Training Course?

  • Service Desk Analyst (SDA) v9 Examination 
  • World-Class Training Sessions from Experienced Instructors
  • Digital Delegate Pack
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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
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Train Your Workforce

Looking for Service Desk Analyst (SDA) v9 Training in-house or onsite training in Regina? We specialise in corporate group training and bulk bookings for organisations of all sizes in Regina. Our trainers deliver tailored sessions at your premises, online, or hybrid, with best price guarantee, group discounts and flexible scheduling to train your team.

Our Regina venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Regina, the capital city of the Canadian province of Saskatchewan, has an average population of roughly 193,100 spread across 56.2 square miles of land.  At The Knowledge Academy, we offer 50,000 classroom based training courses throughout the different areas of Regina, in order to enhance people’s learning in an array of subject areas.  Education in Canada is generally funded by federal, provincial, and local governments; the system is divided into primary, secondary and post-secondary education and is operated under provincial jurisdiction.  On the whole, there are 190 days in a school year, starting in September and ending towards the last Friday of June.  Some popular and highly regarded universities in Canada include: the University of Toronto (notable alumni including: William Lyon Mackenzie King, Vincent Massey, Donald Sutherland and Lesra Martin), the University of British Columbia (notable alumni including: Eddie Peng, Justin Trudeau and Nardwuar the Human Serviette), and the University of Alberta (notable alumni including: Dayo Wong, George Stanley and Beverley McLachlin). 

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Ways to take Service Desk Analyst (SDA) v9 Training in Regina

Online Instructor-Led Learning

Online Self-Paced Learning

Onsite Learning

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Service Desk Analyst (SDA) v9 Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

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Live classes

Join a scheduled class with a live instructor and other delegates.

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Interactive

Engage in activities, and communicate with your trainer and peers.

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Global Pool of the Best Trainers

We handpick from a global pool of expert trainers for our Online Instructor-led courses.

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Expertise

With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.

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Scalable Training Delivery

Access Service Desk Analyst (SDA) v9 Training in Regina delivered by one of the largest training providers, with scalable instructor-led classes, accessible worldwide.

Master Service Desk Analyst (SDA) v9 Training with a flexible yet structured approach that combines live, expert-led sessions and self-paced study. With Weekly one-to-one tutor support and consistently high pass rates, you’ll receive tailored guidance and achieve real results.

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Structured Yet Flexible Learning

Take part in scheduled, instructor-led sessions with real-time feedback, while enjoying the freedom to study independently. Interactive resources and progress tracking tools help you stay motivated and on target.

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Engaging & Interactive Training

Join dynamic live sessions featuring discussions, practical activities, and peer collaboration. Learn from Service Desk Analyst (SDA) v9 Training industry experts and reinforce your knowledge with self-paced modules—plus, connect with professionals in your field.

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Expert-Led Course

Gain valuable insight from experienced trainers during live sessions, and revisit course materials anytime to deepen your understanding. This method offers the ideal balance between expert guidance and independent learning.

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Global Training Accessibility

Access top-quality training across time zones—anytime, anywhere. Whether at home or on the go, our expert-led sessions and flexible study materials support your goals, and help you on the journey towards the certification.

Learn Service Desk Analyst (SDA) v9 Training through The Knowledge Academy’s Online Self-Paced Learning. This flexible and structured format supports your training goals and enables every professional to build skills with confidence.

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Flexible Learning

Access Service Desk Analyst (SDA) v9 Training resources 24/7 to maintain steady progress, complete regular assessments or tasks, and upskill effectively alongside work commitments.

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Expert-Developed Content

Our Online Course content is designed by experienced trainers to ensure accuracy, relevance, and practical value.

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Global Training Provider

Access Service Desk Analyst (SDA) v9 Training in Regina from a trusted global training provider delivering consistent learning to professionals worldwide.

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Cost-Effective Training

Benefit from the cost-effective Service Desk Analyst (SDA) v9 Training that delivers high-quality course content without compromising learning outcomes.

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Interactive LMS

Track performance, download resources, and receive AI-enabled support through The Knowledge Academy’s dedicated Learning Management System.

Mon 5th Oct 2026

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Wed 7th Oct 2026

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3 days

Online Instructor-Led

Package deals for Service Desk Analyst (SDA) v9 Training in Regina

Our training experts have compiled a range of course packages on a variety of categories in Service Desk Analyst (SDA) v9 Training, to boost your career. The packages consist of the best possible qualifications with Service Desk Analyst (SDA) v9 Training, and allows you to purchase multiple courses at a discounted rate.

Service Desk Analyst (SDA) V9 Training in Regina FAQs

What is the Service Desk Analyst (SDA) v9 qualification?

The Service Desk Analyst (SDA) v9 qualification develops the knowledge and skills required for effective service desk support. It covers professionalism, communication, incident management, customer experience, and modern service desk practices.

What skills will I gain from the Service Desk Analyst (SDA) v9 Training Course?

This course develops skills in communication, troubleshooting, incident and service request management, and customer interaction. Delegates also learn knowledge management, escalation procedures, AI fundamentals, and continual improvement practices.

Who should take the Service Desk Analyst (SDA) v9 Training Course?

This course is suitable for professionals involved in IT support or service desk operations who want to strengthen their practical skills. It is beneficial for aspiring and current Service Desk Analysts, Help Desk Analysts, and IT Support Technicians.

Does the Service Desk Analyst (SDA) v9 Training Course cover Artificial Intelligence?

Yes, the course introduces Artificial Intelligence and its role in modern service desk operations. It explains AI concepts, common ITSM applications, benefits for customer experience, and key implementation challenges.

Are there any prerequisites for the Service Desk Analyst (SDA) v9 Training Course?

There are no formal prerequisites to attend this course. However, a basic understanding of IT support or customer service can help delegates understand the course content more effectively.

How will this Service Desk Analyst (SDA) v9 qualification benefit my career?

This qualification demonstrates practical knowledge of recognised service desk practices and professional IT support. It helps delegates perform service desk responsibilities more effectively and contribute to improved service delivery and customer experience.

Why choose The Knowledge Academy in Regina over others?

The Knowledge Academy stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this certification.

What is the cost/training fees for Service Desk Analyst (SDA) v9 Training in Regina?

The training fees for Service Desk Analyst (SDA) v9 Training in Regina starts from CAD5995

Which is the best training institute/provider of Service Desk Analyst (SDA) v9 Training in Regina?

The Knowledge Academy is one of the Leading global training provider for Service Desk Analyst (SDA) v9 Training.

What are the best SDI Training courses in Regina?

Please see our SDI Training courses available in Regina

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

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