Service Desk Analyst (SDA) V9 Training in Hyderabad

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Service Desk Analyst (SDA) v9 Training

Hyderabad

Service Desk Analyst (SDA) v9 Training in Hyderabad 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 and Exam Details

Course syllabus

Exams

Who it’s for

What’s included

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

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

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

Train Your Workforce

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

Approved supplier to 53,514 organisations

The Knowledge Academy is an approved training supplier to 53,514 organisations across the UK, Europe, North America and Australia, so most buyers can book through their existing purchasing process with no new supplier setup.

Our Hyderabad 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.

Hyderabad is situated along the Musi River, and is the capital city of Andhra Pradesh and Telangana. City of pearls as the city is otherwise known, as for its pearl and diamond trading centre, it is the fourth most populated city within India and is home to around 6.8 million people as well as having a metropolitan population of around 7.75 million. The city which was established in 1591 has two main land marks, which are the Golconda and the Charminar which represents the history of Hyderabad. There are eleven universities within Hyderabad, six of which are owned by the state, three are deemed universities and the other two are central universities. The universities and institutions include an English and Foreign Languages University, NIFT Hyderabad, University of Hyderabad, Tata Institute of Social Sciences, Indian School of Business, National Academy of Construction and IIT Hyderabad all of which offer a wide range of different courses. However before students go off to do a degree within technology, construction, social science, engineering or international management, students must complete secondary schools and colleges, which include the Indus world school, Modern High School, St George’s Grammar school, the Meridian school, as well as international schools such as the Chirec International school which offers education from pre-primary to secondary school and offers students the opportunity to gain A and O levels, CBSE, IGCSE and CBSE.

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

Classroom

Face to face with your trainer in a small group, at our M.S.Towers venue in Hyderabad.

Best for: people who learn best in the room.

3 days · next Mon 8 Feb 2027

See classroom dates

Live Online

The same live course from home, with a live instructor and other delegates. Mirrors the classroom schedule.

Best for: starting soon, without travel.

3 days · next Mon 14 Dec 2026

See live online dates

Online Self-Paced

Study 24/7 on your own schedule through our learning platform, with progress tracking.

Best for: fitting study around work.

90 days of access

See self-paced options

Onsite

We bring the course to your team, at your premises, online or hybrid, on dates that suit you.

Best for: groups and bulk bookings.

Tailored to your team

Get a team quote

Service Desk Analyst (SDA) v9 Training Schedule in Hyderabad

Classroom · Hyderabad

Next: Mon 8 Feb 2027

4 dates in 2027 · 3 days · INR582,895

View classroom dates

Live Online · Same trainer and syllabus Soonest

Next: Mon 14 Dec 2026

5 upcoming dates · 3 days · INR409,095

View online dates

Classroom · Hyderabad

Online Instructor-Led

Online Self-Paced

Onsite

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

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 Hyderabad 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 Hyderabad 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 Hyderabad?

The training fees for Service Desk Analyst (SDA) v9 Training in Hyderabad starts from INR409095

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

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 Hyderabad?

Please see our SDI Training courses available in Hyderabad

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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"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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