Service Desk Analyst
Ready to turn your day-to-day support skills into a recognised career credential? Service Desk Analyst v9 walks you through everything great analysts do, from communication to problem-solving to AI-aware support, in just three days. You’ll leave with a PeopleCert SDI® qualification and a toolkit you’ll use in every shift after.
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Category
IT Service Management
Certificate
Service Desk Analyst v9
Duration
3-days
Become a Certified Service Desk Analyst (v9)
Your Next Career Move Starts Here
Working a service desk is tough. You’re juggling frustrated users, ticket queues and constant context-switching, often while staying calm across three channels at once. Service Desk Analyst v9 was designed for exactly that reality. It’s a hands-on, practical three-day course that sharpens the skills you already use and fills the gaps that hold analysts back, then backs it all up with a globally recognised certification from PeopleCert SDI®.
What You’ll Walk Away With
This isn’t a course full of theory you’ll forget by Friday. You’ll build real, usable communication and problem-solving techniques, learn to manage conflict and stress without losing your cool, and get a clear picture of how service desk metrics and SLAs actually drive better outcomes. You’ll also explore how AI and automation are reshaping support work, so you’re ready for where the role is headed, not just where it’s been.
Who This Course Is For
- Service desk or IT support analysts with some experience under their belt, ready to level up
- Support professionals who want a qualification that actually counts on their CV
- Analysts eyeing a move into senior support or team lead roles
- Anyone who wants a proven, practical framework instead of guesswork on the job
What You’ll Learn
- Get a full grounding in the skills and knowledge every professional analyst needs
- Learn to deliver support that’s efficient, consistent and genuinely helpful
- Read customer needs and motivations faster, and respond the right way every time
- Understand why teamwork makes or breaks a support environment
- Connect the dots between core ITSM processes and your day-to-day tickets
- Pick up problem-solving techniques that boost your first-time resolution rate
- Make sense of metrics, SLAs and satisfaction surveys, and use them to your advantage
- Build stronger relationships with colleagues and customers through respect and cultural awareness
- Walk into your PeopleCert exam fully prepared, no last-minute cramming
- Build a network of fellow analysts who get exactly what your job is like
Seats for the Service Desk Analyst v9 course are limited each intake. View our Training Schedules below for upcoming classroom and virtual dates, or Contact Us to discuss group bookings, HRDC claimability and in-house delivery for your team.
Course Delivery
Classroom or Virtual Classroom
What’s included
- Service Desk Analyst workbook
- Exam voucher
- Free refresher course**
Prerequisites
No prerequisite.
About the Examination
- The exam is closed book with 60 multiple-choice questions.
- At least 65% correct answers (39 of 60) are required to pass the examination
- The exam lasts 60 minutes.
- The exam can be taken online.
Exam Body
PeopleCert
** Terms & conditions applied.
HRDC Claimable Training: Invest in Your Future!
Did you know? All our trainings are eligible for HRDC claiming.
What our clients say
Concepts Covered
Roles and Responsibilities
- Core duties and expectations of a professional Service Desk Analyst
- Key features and behaviours that define service excellence
- Setting personal and team standards for consistent performance
Relationship Management
- Building collaboration and teamwork within the support function
- Developing strong, lasting customer relationships
- Applying cultural awareness across a global support environment
Effective Communication Skills and Competencies
- Principles of verbal, non-verbal, formal and informal communication
- Active listening techniques and their benefits
- Adapting communication style to different customer types
Problem-Solving
- Core problem-solving techniques for support environments
- Applying critical thinking under pressure
- Using inductive and deductive reasoning to reach faster resolutions
- Building creative approaches to complex issues
Effective Rapport and Conflict Management Skills
- Developing rapport with colleagues and customers
- Understanding emotional intelligence and its role in support
- Applying conflict management and negotiation techniques
Resilience
- Understanding emotional resilience in a support role
- Identifying positive and negative signs of stress
- Practical techniques for managing workplace pressure
Managing Practices, Processes and Procedures
- Why structured practices and procedures matter for interaction handling
- Creating and maintaining high-quality documentation
- Ensuring consistency across the support team
IT Service Management
- Purpose and role of key ITSM practices within the Service Desk
- Incident management and service request management
- Problem management, knowledge management and information security management
Quality Assurance Programme
- Importance of quality assurance activities
- Commonly used QA practices in service desk environments
- Customer satisfaction surveys and the value of metrics
Managing Customer Feedback
- Purpose and objectives of feedback management
- Core components of a successful feedback process
- Turning feedback into service improvement
Support Methods
- Overview of different support delivery methods
- Benefits of remote support
- Role and advantages of self-service channels
AI and Automation
- Common examples of AI and automation in service management
- Benefits for the service desk and wider organisation
- Practical challenges and considerations for adoption
Training Schedules
Click here to send us a message.
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