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
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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 SDA Course. However, some experience in managing a first or second-line Service Desk will be beneficial.

Service Desk Analyst (SDA) v8 Course Overview

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

  • 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.

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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 Certificate
  • 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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Our Swansea venue

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Free Wi-Fi

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

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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.

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This location has full video conferencing equipment.

Swansea is a coastal city and county located in Wales. It is located in the south west of Wales and is considered the twenty sixth largest city in the UK. Swansea has a population of around 240,000 people and is famous for its illustrious copper industry. Swansea is home to Swansea University. Swansea University’s engineering department is highly recognised for its excellent and pioneering work for solving design problems in the field of engineering. Its physics department makes great bounds in the sector of theoretical physics such as elementary particle physics and string theory. The university’s other strengths lie in history, German and computer science. The Times Higher Education Supplement Award was given to Swansea University in 2005 for ‘best student experience’. Other further education establishments include The University of Wales Trinity Saint David and the Gower College Swansea. Trinity Saint David was created by the merging of University of Wales Lampeter and the Trinity University College Carmarthen in 2010. In 2012, the Swansea Metropolitan University also merged with Trinity Saint David, bringing specialisations in architectural glass, teaching, transport and logistics.

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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.

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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.

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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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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.

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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 CIPD Level 3 Foundation Certificate in People Practice Course sessions.

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

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

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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.

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

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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

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Monitor employees progress

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

Package deals for Service Desk Analyst (SDA)

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.

SDI Training | Service Desk Analyst (SDA) Training in Swansea FAQs

What is Service Desk Analyst (SDA)?

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.

What are the roles and responsibilities of a Service Desk Analyst?

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.

What is the importance of this Service Desk Analyst Training?

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.

What is the duration of this Service Desk Analyst (SDA) Course?

This course takes 1-day to complete during which delegates participate in intensive learning sessions that cover various course topics.

Is the exam included in the Service Desk Analyst Course?

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.

What are the prerequisites for taking this Service Desk Analyst 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.

Do you provide 24/7 support for this Service Desk Analyst Certification Course?

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.

Do you provide a certificate after completion of the Service Desk Analyst Course?

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.

What are the benefits of attending this Service Desk Analyst Training?

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.

Do you provide self-paced learning for this Online Service Desk Analyst Course?

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.

Do you provide corporate training for this Service Desk Analyst Certification Course?

Yes, we provide corporate training for this Service Desk Analyst (SDA) Course, tailored to fit your organisation’s requirements.

Who should I contact if I'm unable to access this Service Desk Analyst Course?

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.

What kind of jobs can I expect after completing this Service Desk Analyst Training?

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.

What is the level of difficulty for this Service Desk Analyst Course?

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.

What will I learn in this Service Desk Analyst (SDA) Training Course?

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.

What are the career advancement opportunities with a Service Desk Analyst Certification?

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.

Will this Service Desk Analyst Certification help in career growth in IT support?

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.

Is the Service Desk Analyst certification recognised globally?

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.

What skills will be covered in the Service Desk Analyst Certification Training?

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.

Can I access the Service Desk Analyst Training on mobile devices?

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.

Is the Service Desk Analyst Training suitable for beginners?

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.

How does this Service Desk Analyst Course enhance my IT support skills?

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.

Can I take the Service Desk Analyst Course without prior IT experience?

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.

Do Service Desk Analyst Courses include hands-on practical training?

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.

Why choose The Knowledge Academy in Swansea over others?

The Knowledge Academy in Swansea 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.

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

The training fees for Service Desk Analyst (SDA)in Swansea starts from £3295

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

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

What are the best SDI Training courses in Swansea?

Please see our SDI Training courses available in Swansea

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