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
Show more blue-arrow

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.

Show more blue-arrow

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
Show more blue-arrow

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
Show more blue-arrow

Train Your Workforce

Looking for Service Desk Analyst (SDA) v9 Training in-house or onsite training in Southampton? We specialise in corporate group training and bulk bookings for organisations of all sizes in Southampton. 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 Southampton 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.

Southampton is the largest city in Hampshire, England. It is located 75 miles away from London and lies at the north end of Southampton Water in the confluence of the River Test and River Itchen. Southampton has a population of around 250,000 people. Southampton is famous for its link with the RMS Titanic, a passenger liner which sank in the North Atlantic Ocean in 1912, and the Spitfire fighter plane. Its other World War II links come from the fact it was one of the largest departure points for D-Day but recently, it is the home port to a large number of cruise ships across the world.

Other large employers in Southampton are BBC South, the NHS, Carnival UK and West Quay which was the largest city centre shopping complex in Europe when it opened. There are two universities in Southampton; The University of Southampton and Southampton Solent University. They have a collective student population of over 40,000 people. 

The University of Southampton was founded in 1982 but officially became a university by receiving its Royal Charter in 1952. It has over 22,000 students. It considers itself one of the top five universities in the UK and has been ranked in the top eighty universities in the world by the THES-QS World University Rankings. The university is famous for its research into engineering, oceanography, cancer sciences and chemistry. It houses the National Oceanography Centre which is the focus of a great deal of Natural Environment Research Council-funded research into marine life. Southampton Solent University has 17,000 students who can take a variety of educational programs on training, research and design.

The Warsash Maritime Academy also resides at Southampton Solent and provides programs and training for international shipping and oil off-shore industries. There are a number of different sixth form colleges in Southampton including Itchen College and Richard Taunton Sixth Form College. There are around 20 infant schools, 16 junior schools, 24 primary schools, 8 secondary schools, 2 academies and 5 specialised schools. As for independent schools, Southampton is home to The Gregg School and St Mary’s College.

Popular searched areas in and around Southampton include:-

  • Ashurst
  • Bishops Waltham
  • Botley
  • Bursledon
  • Chilworth
  • Fawley
  • Hamble
  • Hedge End
  • Hythe
  • Marchwood
  • Netley Abbey
  • Ocean Village
  • Shirley
  • Swanwick
  • Totton
  • Warsash
  • West End
  • Winsor
  • Woodlands

Show moredown

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.

classes

Live classes

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

interactive

Interactive

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

degree

Global Pool of the Best Trainers

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

expertise

Expertise

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

global

Scalable Training Delivery

Access Service Desk Analyst (SDA) v9 Training in Southampton 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.

trainer

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.

venue

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.

classes

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.

money

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.

flexiblelearning

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.

expert-developed

Expert-Developed Content

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

global-access

Global Training Provider

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

cost-effective

Cost-Effective Training

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

interactive-lms

Interactive LMS

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

Experience the most sought-after learning style with The Knowledge Academy's Service Desk Analyst (SDA) v9 Training 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) v9 Training sessions.

trainer

Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

venue

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

classes

Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

money

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) v9 Training Course at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

tailored

Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

budget

Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

building

Team building opportunity

Our Service Desk Analyst (SDA) v9 Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

monitor

Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

Mon 21st Sep 2026

-

Wed 23rd Sep 2026

View Price

3 days

Online Instructor-Led

Mon 14th Dec 2026

-

Wed 16th Dec 2026

View Price

3 days

Online Instructor-Led

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

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 Southampton 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 Southampton 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 Southampton?

The training fees for Service Desk Analyst (SDA) v9 Training in Southampton starts from £3495

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

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 Southampton?

Please see our SDI Training courses available in Southampton

Show more blue-arrow

Customers Reviews

Request For Pricing

WHO WILL FUNDING THE COURSE?
+44

Corporate Training

Unlock tailored pricing and customised training solutions for your team’s needs.

Request your quote today!

Why choose The Knowledge Academy

price

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

learning

Many delivery methods

Flexible delivery methods are available depending on your learning style.

resources

High quality resources

Resources are included for a comprehensive learning experience.

Our Clients

"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 Water
santander barclays bmw google thames-water deloitte bupa tesla
cross

Upgrade Your Skills. Save More Today.

superSale Unlock up to 40% off today!

WHO WILL BE FUNDING THE COURSE?

close

close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

close

close

Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.