Service Desk Analyst (SDA) V9 Training in Zagreb

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Service Desk Analyst (SDA) v9 Training

Zagreb

Service Desk Analyst (SDA) v9 Training in Zagreb equips professionals with IT support skills to resolve incidents and improve service delivery. It develops knowledge of service desk operations, customer support, and incident management. Delegates deliver efficient IT services while improving user satisfaction and performance.

Build practical Service Desk Analyst (SDA) v9 Training skills for IT support success
Learn incident, request, and service management using industry best practices
Strengthen communication, troubleshooting, and customer service capabilities

Dates & Prices

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

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.

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

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

Train Your Workforce

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

Zagreb is the capital and largest city in the Republic of Croatia. The population of Zagreb is around 800,000 people. The city of Zagreb is home to around 135 primary school and 100 secondary schools. There are also 5 public higher education institutions and 9 private institutions in Zagreb. The University of Zagreb is the largest Croatian university and was established in 1669 making it one of the oldest universities in central and South Eastern Europe. The university has around 73,000 students in attendance and offers courses in areas such as Theology, Law, Medicine, Philosophy, Husbandry, Forestry, Veterinary Medicine and Engineering.

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

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.

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.

Scalable Training Delivery

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

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) v9 Training 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.

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.

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 Content

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

Global Training Provider

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

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

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.

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) v9 Training 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) v9 Training 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

Service Desk Analyst (SDA) v9 Training Schedule in Zagreb

Online Instructor-Led

Online Self-Paced

Onsite

Mon 21st Sep 2026

Wed 23rd Sep 2026

View Price

3 days

Online Instructor-Led

Book now

Mon 14th Dec 2026

Wed 16th Dec 2026

View Price

3 days

Online Instructor-Led

Book now

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

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 Zagreb 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 Zagreb 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 Zagreb?

The training fees for Service Desk Analyst (SDA) v9 Training in Zagreb starts from €3995

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

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 Zagreb?

Please see our SDI Training courses available in Zagreb

Customers Reviews

Jason Oliver

Without a second thought. Craig was concice, professional and the way he delivered the information was easy on the ear. Very well presented.

Allen Kurshumlija

Craig was very friendly, easy to follow and understand, engaging and everyone felt involved. The pace was perfect to follow along with and take notes, and asking questions were welcomed and encouraged. I would happily take another course with Craig as the trainer!!

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

Jennifer Hillyard

Very good trainer

Susan Barnes

Enjoyed the course, Mark was very personable and knowldegable too

Lisa Robson

I had Mark previously for ITIL. I think he's great. Maybe a bit more engagement from people this time. There seemed to be more interaction for ITIL in comparison to the SDI Course. I

Alan Willey

Mark is very friendly and obviously knows his stuff. I would say after each module, a 5 min chat about the content would be a benefit to attendees. Appreciate time can be an issue, but worthwhile...

FLORIN CROITORU

It was a very good course.

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Why choose The Knowledge Academy

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.

Many delivery methods

Flexible delivery methods are available depending on your learning style.

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