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
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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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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.

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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
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Train Your Workforce

Looking for Service Desk Analyst (SDA) v9 Training in-house or onsite training Mumbai. 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.

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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.

Mumbai is situated within the West Coast of India, as well as it being the capital of Maharashtra, it plays an important part within the global economics system. Bombay as the city was previously known as, up until 1995 is also known as an alpha world city and has the largest number of millionaires and billionaires across India, with it therefor being noted as the wealthiest city in India. Mumbai is home to around 18.4 million people and is regarded as the second largest metropolitan population within India as of the record in 2011 with 20.7 million people. Schools and Colleges within Mumbai can be found within the city as well as the suburbs and are either run privately, by the government or the Brihanmumbai Municipal Corporation. Secondary schools are operated by the MCGM primary education system to which it is schooling around 485,531 students in 1,188 primary schools and around 55,576 students in 49 secondary schools within eight different languages these being English, Hindi, Urdu, Kannada, Marathi, Tamil, Gujarati and Telugu. Colleges offer students opportunities to participate within Junior college level, undergraduate level, BCom, BSc and BA courses. As stated by the 10+2+3/4 plan students complete ten years at school to then go on to a junior college and study either science, commerce or arts and they complete that over a two year period. University courses at a degree level are offered in a wide range of different subjects such as engineering, law, media, applied arts and architecture, management, dental, pharmacy as well as Commerce and Science. There are a few universities and colleges within Mumbai and these are the University Institute of Chemical Technology, Indian Institute of Technology (Bombay), SNDT Women’s University, Government Law college, Veermata Jijabai Technological Institute, Narsee Monejee Institute of Management Studies, Sir J. J. School of Art which is the oldest art institution within Mumbai along the Thadomal Shahani Engineering College which is also the oldest private engineering college and the first of its kind to join up with the University of Mumbai to be able to give students the chance to learn about the biomedical engineering, computer engineering, biotechnology and information technology. The University of Mumbai is regarded to be one of the premier universities within India with achievements such as being placed within the top 50 engineering schools of the world ranking at 41 by the American Business Insider within 2013 as well as excelling as the 3rd best multi-disciplinary university within the QS university rankings within India.   

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

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

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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

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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.

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

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 Mumbai 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 Mumbai 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 Mumbai?

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

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

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 Mumbai?

Please see our SDI Training courses available in Mumbai

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