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Domain 1: Professionalism and Roles
Module 1: Service Desk
Module 2: Service Desk Analyst
Module 3: Best Practice
Module 4: Policies and Governance
Module 5: Personal Accountability
Module 6: Service Attitude
Module 7: Teamwork
Module 8: Business Relationships
Module 9: Cultural Awareness
Domain 2: Analyst Skills
Module 10: Communication
Module 11: Verbal and Non-Verbal Communication Skill
Module 12: Listening Skills
Module 13: Written Communication
Module 14: Questioning Skills
Module 15: Problem Solving
Module 16: Rapport Techniques
Module 17: Conflict and Negotiation Skills
Module 18: Interaction Management Skills
Module 19: Resilience
Module 20: Time Management
Module 21: Positive Approach and Attitude
Module 22: Professional Development
Domain 3: Practices, Processes and Procedures
Module 23: Practices, Processes and Procedures
Module 24: Incident Management
Module 25: Service Request Management
Module 26: Recording Incidents and Requests
Module 27: Explain the Two Types of Escalation
Module 28: Status Updates
Module 29: Problem Management
Module 30: Change Enablement
Module 31: Service Level Management
Module 32: Service Catalogue Management
Module 33: Service Delivery Model
Module 34: Knowledge Management
Module 35: Information Security Management
Module 36: Service Continuity Management
Module 37: Quality Assurance Program
Module 38: Managing Customer Feedback
Module 39: Service Desk Metrics and Statistics
Domain 4: Resources
Module 40: Support Methods
Module 41: Self-Service
Module 42: Automation
Module 43: Artificial Intelligence (AI)
Module 44: Social Media
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:
There are no formal prerequisites to attend this SDA Course. However, some experience in managing a first or second-line Service Desk will be beneficial.
Delivering exceptional service desk support is critical for ensuring user satisfaction and maintaining efficient IT operations. This course in the United Kingdom introduces the core concepts and practical techniques required for effective service desk analysis, aligned with the latest SDA v8 standards. By mastering these principles, professionals can enhance customer experiences, improve service delivery, and contribute to their organisations' success.
Proficiency in service desk analysis is essential for those seeking to optimise IT support processes, resolve technical issues efficiently, and communicate effectively with users. These skills enable professionals to address challenges, implement best practices, and foster continuous improvement in service desk operations.
The Knowledge Academy’s 3-day Service Desk Analyst (SDA) v8 Certification training provides delegates with the knowledge and skills to perform service desk duties at a high standard. Learners will learn to manage incidents, handle customer interactions, and utilise tools and frameworks to enhance service quality. By the end of the course, delegates will be equipped to deliver outstanding support and align their roles with organisational goals.
Course Objectives
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.
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.
To make sure you’re always connected we offer completely free and easy to access wi-fi.
To keep you comfortable during your course we offer a fully air conditioned environment.
IT support is on hand to sort out any unforseen issues that may arise.
This location has full video conferencing equipment.
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Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Service Desk Analyst (SDA) Course. 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.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Master Service Desk Analyst (SDA) 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.
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.
Engaging & Interactive Training
Join dynamic live sessions featuring discussions, practical activities, and peer collaboration. Learn from Service Desk Analyst (SDA) industry experts and reinforce your knowledge with self-paced modules—plus, connect with professionals in your field.
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.
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.
Experience the most sought-after learning style with The Knowledge Academy's Service Desk Analyst (SDA) Course. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Service Desk Analyst (SDA) sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Service Desk Analyst (SDA) Course at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our Service Desk Analyst (SDA) Course offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
To help and support our clients we are providing a limited number of 250 daily discount codes.Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
Our training experts have compiled a range of course packages on a variety of categories in Service Desk Analyst (SDA), to boost your career. The packages consist of the best possible qualifications with Service Desk Analyst (SDA), and allows you to purchase multiple courses at a discounted rate.
Service Desk Analyst (SDA) refers to a role and certification focused on providing IT support and resolving user issues efficiently. The SDA certification validates knowledge of best practices for delivering high-quality technical support and customer service.
Service Desk Analysts handle IT incidents, service requests, troubleshooting, and user support. They log issues, resolve technical problems, escalate when needed, and ensure excellent customer experience through communication, diagnosis, and issue resolution.
This training builds the core competencies required for effective IT support. It helps professionals deliver better service, communicate effectively, and adopt ITIL-aligned processes, thereby improving user satisfaction and operational efficiency.
This course takes 1-day to complete during which delegates participate in intensive learning sessions that cover various course topics.
Yes, the Service Desk Analyst (SDA) Course typically includes the official certification exam. Exam details are provided upon course enrolment, and learners are supported with study materials and practice tests to aid preparation.
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.
Yes, The Knowledge Academy offers 24/7 support via phone & email before attending, during, and after the course. Our customer support team is available to assist and promptly resolve any issues you may encounter.
Yes, after completing this Service Desk Analyst (SDA) Course you will receive a certificate of completion to validate your achievement and demonstrate your proficiency in the course material.
Benefits include improved troubleshooting skills, enhanced communication, better ticket handling, and increased job readiness. Certification also boosts employability in IT support and demonstrates commitment to professional development in service desk environments.
The Knowledge Academy provides flexible self-paced training for this course. Self-paced training is beneficial for individuals who have an independent learning style and wish to study at their own pace and convenience.
Yes, we provide corporate training for this Service Desk Analyst (SDA) Course, tailored to fit your organisation’s requirements.
If you are unable to access your training, contact the support team at The Knowledge Academy via their customer service email or phone number provided on their website for prompt assistance and resolution of your issue.
You can pursue roles such as Service Desk Analyst, IT Support Specialist, Helpdesk Technician, Technical Support Analyst, or IT Service Desk Coordinator across various industries requiring skilled IT support professionals.
The Service Desk Analyst (SDA) Course is beginner to intermediate level. It is suitable for those with little IT experience but also adds value for current support professionals looking to formalise and improve their service delivery skills.
You’ll learn incident management, service request handling, communication techniques, troubleshooting, problem-solving, customer service, SLA adherence, ticket documentation, and how to align IT support with industry best practices.
Service Desk Analyst (SDA) Certification can lead to promotions into Senior Analyst, IT Support Lead, Service Desk Manager, or Technical Consultant roles. It lays a foundation for progressing into ITIL or advanced infrastructure support careers.
Yes, it enhances your professional profile and improves job prospects. Certification demonstrates your commitment to quality service delivery and equips you with essential skills for career progression in IT support.
Yes, the Service Desk Analyst (SDA) Certification is globally recognised and valued by employers worldwide. It adheres to international best practices, making it relevant across various sectors and multinational organisations.
Skills include communication, active listening, remote support, ticketing systems, problem analysis, incident categorisation, SLA management, escalation handling, and IT service management concepts based on ITIL principles.
Yes, you can access the Service Desk Analyst Training on mobile devices. The course is delivered through a responsive online platform, allowing you to learn flexibly from your smartphone or tablet with an internet connection.
Yes, the course is designed for beginners and those new to IT support. It introduces core service desk responsibilities and customer service principles, making it accessible to entry-level professionals.
The Service Desk Analyst Course provides practical knowledge of issue resolution, effective communication, ITSM tools, and structured workflows. It enhances your confidence and competence in delivering efficient, user-focused IT support.
Yes, prior IT experience is not mandatory. The course covers foundational knowledge, making it ideal for career changers or individuals seeking to enter the IT support field.
Yes, most Service Desk Analyst (SDA) Courses include interactive sessions, real-world scenarios, and practical exercises. These helps reinforce learning and provide hands-on experience with tools and techniques used in service desk environments.
The Knowledge Academy in Exeter 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 course.
The training fees for Service Desk Analyst (SDA)in Exeter starts from £3295
The Knowledge Academy is the Leading global training provider for Service Desk Analyst (SDA).
Please see our SDI Training courses available in Exeter
Angus
Craig was a highly experienced and knowledgeable trainer. I learned a lot during the course and Craig managed to keep it interesting and engaging. Even though it was just myself on the course, Craig adapted skilfully to this and tailored the course around me and created a more personalised 121 experience. Would happily recommend Craig to a friend or colleague.
David Chiverton
Great experience with Craig - thanks for the course
Tawseef Rahatwilkar
excellent Trainer, very clear and helpful. the slides were well explained always relating to real life examples. Trainer also made effort to understand our roles and work place processes using them to explain things further. great example for how a training session should be, was great experience
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"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"
Joshua Davies, Thames Waterclose
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