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One of our training experts will be in touch shortly to go over your training requirements.

Course Information

Service Desk Analyst (SDA) Course Outline 

The Service Desk Analyst Course has been structured carefully to provide candidates with a complete guide to SDA. It follows a modular format, and the modules are:

  • Roles and Responsibilities
  • Relationship Management
  • Effective Communication Skills
  • Effective Rapport
  • Quality Assurance Activities
  • Effective Process Management
  • IT Service Management
  • Problem Solving
  • Service Desk Technologies
  • Tools and Technologies

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Who should attend this SDI Training Course?

This SDA training course is perfect for professional analysts who wish to acquire a recognised qualification in their field. Also, this course will help front-line IT service and support analysts who have had some working experience in a first or second line service desk environment.


There are no essential prerequisites for this course, however some experience of first or second line service desk work will be beneficial.

Service Desk Analyst (SDA) Course Overview

The Service Desk Analyst (SDA) training course equips candidates with the fundamental practical skills required to fulfil this role and deliver a high standard of customer service and support. This course falls under the broader umbrella topic of SDI, an organisation that provides a worldwide network for IT Service Professionals. 

The primary skills required by an SDA include relationship management, quality assurance, problem solving, effective rapport, and conflict management. This course spans over three days and on the final day candidates will sit the SDA exam.

This Service Desk Analyst training course is accredited by PeopleCert.

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What’s Included in this SDI Training Course?

  • The Service Desk Analyst (SDA) Examination
  • The Knowledge Academy’s Service Desk Analyst Manual
  • Experienced Instructor
  • Completion Certificate
  • Refreshments

Service Desk Analyst (SDA) Examination

The SDA exam consists of:

  • 60 minutes
  • Closed book
  • 60 questions
  • Multiple choice
  • 65% pass mark

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning 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

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

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


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions


The SDI (Service Desk Institute) is an organisation which provides a worldwide network for IT Service Professionals, creating a community for all those working in the IT Service and Support Industry. To find out more about SDI, visit our SDI topic page.
Yes the Service Desk Analyst exam is included in the course fee.
There are no prerequisites for the SDA training course.
We provide SDI training courses in a wide variety of locations across the UK and the world.
The price for Service Desk Analyst (SDA) certification in the United States starts from $995
The Knowledge Academy is the Leading global training provider in the world for Service Desk Analyst (SDA).
Please see our SDI Training courses available in the United States

Why choose us


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.

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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"

Joshua Davies, Thames Water

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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We may not have any package deals available including this course. If you enquire or give us a call on 646-687-6780 and speak to our training experts, we should be able to help you with your requirements.