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 New Delhi. 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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Our New Delhi 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.

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.

New Delhi is one of the districts within Delhi, as well as it being the capital city of India, it is also the home to the Government of the National Capital Territory of Delhi and some of the branches of the Government of India, these being the judiciary, executive and legislative branches and is also home to around 249,998 people. The capital of India - New Delhi was initiated within 1931 by Viceroy Lord Irwin however formed during 1911 by George V, who was the King of the United Kingdom as well as the Emperor of India and his British architects Sir Herbert Baker and Sir Edwin Lutyens formed the foundation stone and announced the capital city of India would be changed. The primary schools and secondary schools within New Delhi are either run privately or by the government and as of 2004 to 2005 there was around 1.5 million students going through the educational system within 2416 primary schools, 822,00 students in 715 middle schools and 669,000 students in 1576 secondary schools and around 500,000 students within 165 universities and colleges. All universities are either state, deemed or central universities, The top universities within New Delhi are the Jamia Millia Islamia, the University of Delhi, Indian Statistical Institute, National Law University, Jawaharlal Nehru University, Guru Gobind Singh Indraprastha University, Ambedkar University Delhi, Jamia Hamdard, Delhi Technological University – which is the first Engineering college within Delhi and one of the oldest in India, the Indira Gandhi National Open University is the largest national university in the world with over 4 million students, New Delhi is also home to the Indian Agricultural Research Institute, Pusa, New Delhi, Premier institute for agricultural research and education in India. The university courses and programs can offer different types of degrees such an undergraduate and post graduate courses, Bachelor courses and Scholarships, New Delhi prides itself on its premier institutions as the teaching and researching they do means that within 2011 the census recorded the literacy rate for females as 80.9% and for males it was slightly higher at 91.0% with an overall literacy rate of 86.3%. Subjects within the different universities can include, social sciences, engineering, humanities, technology, sports, law, social work, arts, management, education, computer information technology, foreign languages, mathematical science, dentistry and medical. 

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

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 New Delhi

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 New Delhi 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 New Delhi 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 New Delhi?

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

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

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 New Delhi?

Please see our SDI Training courses available in New Delhi

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