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SDI Service Desk Analyst


Certification : SDI Service Desk Analyst
Duration : 3 Days
Course Delivery : Classroom
Language : Romanian / English
Price : 5100 RON plus VAT incl exam


Course Description:

The Service Desk and Support Analyst exam is based on the SDA standard

The competencies required for each SDI qualification were identified and approved by the SDI International Committee for Individual Standards, a group of industry experts and experienced practitioners from a number of organizations, in order to:

  • Establish an international benchmark that recognize and develops the breadth of knowledge required to successfully fulfill relevant roles
  • Document the skills needed to deliver consistent, high quality service and support
  • Provide a mechanism, aligned to international industry standards, for developing people working in the IT service and support industry
  • Provide leadership to the IT support industry by providing qualifications in IT service and support

SDI is the administrator, facilitator and arbitrator of the standards. The exams are independently administered and proctored.


The SDA qualification course is for front-line IT service and support analysts with some experience in a first-line or second-line service desk environment. This course will help analysts who are looking to grow in their role and gain a recognized qualification in their profession, develop practical skills while earning a certificate that endorses their commitment and knowledge. Examples of professional job titles include:

  • Support Analyst 
  • Service Desk Analyst 
  • First-line Analyst 
  • Second-line Analyst 
  • Client Support Technician/Consultant 
  • Desktop Support Analyst 
  • Customer Support Officer 
  • Technical Support Analyst 
  • Service Centre AnalystSupervisor

Individuals interested in achieving an SDI qualification will come from all industry sectors across a range of large, medium, and small sized service desks. They will have a desire to be recognised for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.


Learning Objectives:

SDI’s Service Desk and Support Analyst standard defines the skills required by service desk and support analysts. The Service Desk and Support Analyst qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work in the IT support industry. Individuals passing an SDI exam can be expected to:

  • Demonstrate understanding of the roles and responsibilities of a service desk professional 
  • Develop and employ the essential skills required for a service desk and support analyst 
  • Summarize and follow service desk processes Identify and describe service desk tools and technologies
  • A thorough grounding in the skills required to lead, motivate and manage a service desk team

It is based upon the standards and objectives for SDI’s service desk analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDA exam.

Course Organizational Logistics:

  • A maximum of 18 students can attend this course with 1 instructor
  • Classroom with U-shaped seating arrangement
  • Course runs 09:00 – 17:00 each day - the exam can be scheduled from 15:30 – 17:00 on the last day



Preparation in advance:

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the student manual in preparation for the examination.

Course activities:

  • 2-3 hours of evening work is required in order to take the exam
  • Classroom lecturing.
  • Individual and group assignments.
  • Exam preparation session

Included in the course:

  • Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
  • PeopleCert accredited exam
  • Lunch, coffee breaks

About the Examination:

  • SDI Service Desk Analyst exam is PeopleCert accredited
  • Exam administration is PeopleCert responsability
  •  ITAcademy enable with logistics the administration of the exams

  • Candidates should attend the four-day official SDA course and review the standards booklet provided. 
  • Candidates can prepare for the exam by reviewing example questions with their trainer, undertaking a practise paper during the course and studying the SDA standards. 
  • To achieve the SDA qualification the candidate must attain a pass mark of 65% or more in the official exam online or as a paper-based exam immediately after the course. 
  • A score of 87% or higher will achieve a higher mastery score. 
  • Exam duration is a maximum 60 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 75 minutes and are allowed to use a dictionary)
  • There are 60 questions in exam
  • Each question will have 4 possible answer options, one is correct and is worth 1 mark
  • Pass score is a minimum of 39 correct or 65%


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