PeopleCert SDI – Service Desk Analyst v8 (SDA)- eLearning and PeopleCert Exam Bundled Offer.

Original price was: $ 1,408.00 USD.Current price is: $ 704.00 USD.

Price includes:

  • E-learning (Recorded Videos covering the entire syllabus)
  • Official Online Web Proctored Service Desk Analyst v8 (SDA) PeopleCert / Service Desk Institute (SDI) Exam Vouchers, 2 attempts (Take2) Included
  • 12 months of access to e-learning videos developed by 1WORLDTRANING’s PeopleCert Accredited Trainers
  • 1 World Training Service Desk Analyst v8 (SDA) e-learning course is approved by PeopleCert Axelos, for structured content and user friendliness
  • Student version of Service Desk Analyst v8 (SDA) Training Material developed by 1 World Training, Accredited Courseware by PeopleCert
  • Average Course Completion Time: 7 days
  • 2 Official Axelos PDFs of Sample Papers
  • SDI SDA Professional Standards v8 PDF included
  • Online Simulation of 2 Sample Papers
  • Access to the trainer for any questions
  • Letter of Course Completion
  • Mobile Friendly


The SDI Service Desk Analyst Course provides the essential skills and knowledge required for delivering customer service and support excellence. Covering three days of learning, plus the qualification exam at the end of the course, analysts will fully explore the modules covered in SDI’s professional standard for Service Desk Analysts.

Course Modules
Roles and Responsibilities:
Learn everything you need to know about being a professional, efficient, and effective
service desk analyst and the key features of delivering service excellence.

Domain 1: Professionalism and Roles

  • Service Desk
  • Service Desk Analyst
  • Best Practice
  • Policies and Governance
  • Personal Accountability
  • Service Attitude
  • Teamwork
  • Business Relationships
  • Cultural Awareness

Domain 2: Analyst Skills

  • Communication
  • Verbal and Non-Verbal Communication Skill
  • Listening Skills
  •  Written Communication
  • Questioning Skills
  • Problem Solving
  •  Rapport Techniques
  • Conflict and Negotiation Skills
  •  Interaction Management Skills
  •  Resilience
  •  Time Management
  • Positive Approach and Attitude
  • Professional Development

Domain 3: Practices, Processes and Procedures

  • Practices, Processes and Procedures
  • Incident Management
  •  Service Request Management
  • Recording Incidents and Requests
  • Explain the Two Types of Escalation
  •  Status Updates
  • Problem Management
  •  Change Enablement
  • Service Level Management
  •  Service Catalogue Management
  •  Service Delivery Model
  • Knowledge Management
  •  Information Security Management
  •  Service Continuity Management
  • Quality Assurance Program
  •  Managing Customer Feedback
  •  Service Desk Metrics and Statistics

Domain 4: Resources

  •  Support Methods
  • Self-Service
  • Automation
  • Artificial Intelligence (AI)
  • Social Media


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