Fast-track your career with SDI's Service Desk Analyst certification. Gain the skills you need to excel across a wide range of roles with this globally recognized qualification.
An industry-recognized certification
Showcase your ability to excel in service desk analyst or IT support analyst roles and demonstrate your commitment to best practice.
Employers' first choice
Stand out in the job market and qualify for new roles with the Service Desk Analyst certification.
New career opportunities
Accelerate your career progression and boost your earning potential with the globally recognized Service Desk Analyst certification.
Learn everything you need to know about delivering service excellence and the key characteristics of a professional, efficient, and effective Service Desk Analyst.
Rapport and conflict management
Examine proven methods for building rapport with your colleagues and customers. Find out more about the importance of good emotional intelligence and how it can aid conflict management and negotiation.
IT Service Management
Discover the purpose of key IT Service Management practices including incident management, service request management, problem management, knowledge management, and information security management.
Support channels
Gain insight into the different methods of delivering support, including the benefits of remote support and self-service.
Quality assurance
Learn more about the importance of quality assurance activities, common quality assurance practices, customer satisfaction surveys and the benefits of metrics.
AI and automation
Delve into the benefits and challenges of AI and automation within service management and go over common examples.
Communication skills
Discover the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening, and the different ways that people communicate.
Mananging customer feedback
Explore the purpose, objectives, and key components of successful feedback management.
Resilience
Gain an in-depth understanding of emotional resilience to detect and manage both positive and negative emotions, and signs of stress.
What skills will you acquire?
IT service and support
Equip yourself with the core skills and competencies to deliver efficient support in line with SDI's best practice industry standards.
Communication, rapport and resilience
Develop communication skills to boost confidence and resilience, build rapport with customers and collaborate effectively with colleagues.
Problem solving
Learn practical problem-solving techniques and proven strategies for rapidly and successfully resolving customers' issues first time.
Unlock career opportunities
First line IT support
Help Desk Analyst
Senior Service Desk Analyst
Service Desk Analyst
Exam
40 questions
Multiple choice
60 minutes
Closed book
Minimum required score to pass: 65% Higher Mastery: 87%
Available languages
English
Purchase options
Exam voucher
Buy your exam online
Take your exam from the comfort of your home or office, 24/7.
Rescheduling an exam up to 48 hours before its start time is free. Rescheduling at a later stage is subject to additional charges.
A fee of USD 60 / EUR70 / GBP 60 / AUD 85 / JPY 6815 (depending on country/currency, plus tax where applicable) will be charged for rescheduling from 48h up to 4h before the exam.
After that time, a fee of USD 120 / EUR 135 / GBP 115 / AUD 170 / JPY 13635 applies.
