SDI® Service Desk Analyst

Master the art of exceptional IT support with the SDI® Service Desk Analyst course. Learn industry-standard skills, processes, and technologies to provide exceptional service and achieve professional growth.

> 65,000

students trained since 2001

> 60,000

professionals certified

Experienced consultants

are the trainers

Category
IT Service Management

Certificate
SDI® Service Desk Analyst

Duration
3-days

Transform Your IT Support Role with SDI® Service Desk Analyst Course

In the rapidly evolving IT support landscape, the SDI® Service Desk Analyst course stands as a pillar of excellence, designed to elevate service desk and support analysts to new heights of professional efficacy and customer service excellence.

What Sets This Course Apart?

  • Comprehensive Skill Development: Learn the essentials of professionalism, analyst skills, processes, and the technologies that form the backbone of top-tier IT support.
  • Best Practices Aligned: This course is meticulously crafted to align with industry-recognized standards and best practices, ensuring you’re equipped to meet and exceed modern support challenges.
  • Diverse Skill Set: Addressing today’s demand for versatile IT support, this training covers everything from effective communication across various channels to practical problem-solving and understanding IT service management processes.
SDI® Service Desk Qualification Scheme
SDI® Service Desk Qualification Scheme

What you will learn

Following the completion of the course, you will leave the course with:

  • A robust foundation in the skills and knowledge essential for a successful service desk and support analyst.
  • Proficiency in delivering efficient and effective support, following SDI’s industry best practices.
  • Skills to identify customer needs accurately and manage a variety of support situations adeptly.
  • Enhanced teamwork capabilities and an understanding of the service desk’s role in IT service management.
  • Insights into service desk metrics, SLAs, customer satisfaction, and the latest tools and technologies.
  • Preparation for the PeopleCert SDA examination.

Who Should Attend

This course is ideal for:

  • IT service and support analysts seeking to elevate their career with a recognized qualification.
  • Professionals in first-line or second-line support roles looking to enhance their practical skills and knowledge.
  • Analysts aiming to deliver exceptional customer service and support within their organizations.

Earning the SDI® Service Desk Analyst qualification signals your dedication to excellence in IT support and customer service. Whether you’re aiming to advance in your current role or seeking new opportunities, this course provides the foundation for success in the dynamic field of IT service management.

Enroll in the SDI® Service Desk Analyst course today and take a significant step towards mastering the art of IT support and service desk excellence.

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

HRDC Claimable Training: Invest in Your Future!

Did you know? All our trainings are eligible for HRDC claiming.

What our clients say

“It was great to learn from an external trainer. It provided deeper insights into SDA operations—not just on customer handling, but also on processes and collaboration with other support teams.”
Nurul, Executive Service Desk Operation from a corporate customer service hub, Malaysia.
“Excellent quality training.”
Ahmad, Senior executive from a prominent cooperative banking institution, Malaysia.
“I'm satisfied with the SDA training session. The trainer delivered the content clearly and effectively. The modules were well-structured and easy to understand.”
N** binti I**, Assistant Manager from a property development company, Malaysia.
“The instructor effectively connected course concepts to real-world scenarios through field experience, resonating well with our organization's processes.”
Ikmal, Technical Consultant from a leading Malaysian software company
"Instructor's simple and engaging training, mapped to our experience, made learning a breeze. Excellent delivery!"
Umi, Support Consultant from a leading Malaysian software company

Concepts Covered

Roles and Responsibilities

Learn everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver service excellence.

Discover the importance of teamwork, customer relationships and cultural awareness, best practice customer service, and dealing effectively with difficult situations.

Develop the core competencies for the effective communication required on the service desk including telephone, listening, and writing skills.

Learn how to deal successfully with a variety of people, behaviours, and situations, including difficult ones.

Review the importance of having quality processes, conducting customer satisfaction surveys, and the value and benefits of metrics.

Effective Process Management

Establish the need for processes and procedures and how to create high-quality documentation.

Learn about the incident management process including the importance of accurate call logging, best practice procedures for escalations, problem, change, and IT service continuity management, effective knowledge management, service level management, and IT security management.

Examine the process and practice the techniques of creative problem solving.

Identify common technologies and examine the methods of support used by the service desk such as remote support, desk-side support, online chat, self-service, and self-help.

Gain insight into common service desk technologies and take a look at the basics of ACD and IP technology, and social media.

Training Schedules

Showing 1 - 5 out of 5

Page 1 out of 1

Training Price Pax Enroll
SDI® Service Desk Analyst
8-10 Apr 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,968.00
SDI® Service Desk Analyst
3-5 Jun 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,968.00
SDI® Service Desk Analyst
5-7 Aug 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,968.00
SDI® Service Desk Analyst
21-23 Oct 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,968.00
SDI® Service Desk Analyst
2-4 Dec 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,968.00
* Taxes are included in all prices.
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