Service Desk Analyst v9 (SDA) Instructor led Live Online in English and Official PeopleCert Certification with 2 Attempts.

Service Desk Analyst v9 (SDA)

The Service Desk Analyst v9 (SDA) certification is an internationally recognized qualification for professionals working in service desk, help desk, and first-line IT support roles.

Aligned with the SDI Service Desk Analyst Professional Standard v9, this course develops practical knowledge and skills in IT service management, communication, customer service, problem-solving, resilience, and modern service desk practices.

SDA v9 goes beyond technical troubleshooting. It focuses on the complete service desk experience—from communicating effectively with customers and resolving issues to managing feedback, applying ITSM practices, maintaining resilience, and understanding the role of AI and automation in service management.

Whether you are starting your IT support career or strengthening your existing service desk skills, SDA v9 provides a solid foundation for delivering effective support and positive customer and business outcomes.

What You Will Learn

During the Service Desk Analyst v9 training, you will develop knowledge and practical skills across key areas of modern service desk operations.

Roles and Responsibilities

Understand the role of a professional Service Desk Analyst, including the behaviors, responsibilities, and competencies required to deliver consistent service excellence.

Communication Skills

Develop effective verbal, non-verbal, formal, and informal communication skills. Learn how active listening and different communication approaches can improve interactions with customers and colleagues.

Rapport and Conflict Management

Learn techniques for building positive relationships with customers and colleagues. Develop emotional intelligence skills that support effective negotiation and conflict management.

IT Service Management

Understand the purpose of key IT Service Management practices, including:

• Incident Management
• Service Request Management
• Problem Management
• Knowledge Management
• Information Security Management

Support Channels

Explore different approaches to delivering IT support, including remote support and self-service, and understand the benefits of different support channels.

Quality Assurance

Understand the importance of maintaining service quality through quality assurance activities, customer satisfaction surveys, performance measurement, and service desk metrics.

Customer Feedback Management

Learn the purpose and key components of effective customer feedback management and how feedback can contribute to improved service delivery.

AI and Automation

Explore the growing use of Artificial Intelligence (AI) and automation in service management. Understand their potential benefits, challenges, and applications within service desk environments.

Resilience

Develop an understanding of emotional resilience, including how to recognize and manage positive and negative emotions and identify signs of workplace stress.

Skills You Will Develop

IT Service and Support

Build the fundamental knowledge and competencies required to deliver effective IT support while following recognized SDI industry best practices.

Communication, Rapport and Resilience

Strengthen communication skills, build confidence when interacting with customers, develop professional relationships, collaborate effectively with colleagues, and improve workplace resilience.

Problem-Solving

Learn practical problem-solving techniques and strategies to diagnose issues efficiently and improve the likelihood of resolving customer issues at the first point of contact.

Who Should Attend?

The Service Desk Analyst v9 course is suitable for professionals providing first-line IT or service desk support, as well as individuals looking to start or develop a career in IT service and support.

It is particularly suitable for:

• Service Desk Analysts
• Help Desk Analysts
• IT Support Analysts
• First-Line IT Support Professionals
• Service Desk Technicians
• Technical Support Professionals
• Customer Support Professionals working in IT environments
• Individuals pursuing a career in IT service and support

The certification is also suitable for service desk analysts and first-level support professionals.

Career Opportunities

The SDA v9 certification can support career development toward roles such as:

• First-Line IT Support
• Help Desk Analyst
• Service Desk Analyst
• Senior Service Desk Analyst

The certification provides evidence of knowledge of professional service desk practices and the capabilities required to work effectively within IT support environments.

SDA v9 Certification Exam

The official Service Desk Analyst v9 examination consists of:

• Questions: 60
• Format: Multiple choice
• Duration: 60 minutes
• Book policy: Closed book
• Passing score: 65%
• Higher Mastery: 87% — 52 correct answers
• Language: English

The examination can be taken remotely, with the exam voucher allowing candidates to schedule their examination within the applicable validity period.

Why Earn the SDA v9 Certification?

The Service Desk Analyst v9 certification demonstrates your commitment to professional service desk practices and validates knowledge relevant to modern IT support environments.

By earning the certification, you can:

• Demonstrate knowledge aligned with the SDI Service Desk Analyst Professional Standard v9.
• Develop practical service desk and IT support capabilities.
• Improve customer communication and relationship-building skills.
• Strengthen prob

• Format: Live Online
• Language: English