The Service Desk Analyst 8th edition certification course validates a candidate’s knowledge on:

•A thorough grounding in the skills, competencies and knowledge required of a professional service desk and support analyst
•The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards
•The ability to identify customer needs and motivations and the impact this has in dealing with a variety of situations
•An awareness of relationship building techniques
•Understanding the importance of measuring and monitoring customer satisfaction

Includes quizzes, student materials and an official trial exam – No additional resources are required – everything that you need to understand the topics of the SDA course is included. The official exam is also provided in the price of this course.

Upon successful completion of the official exam with PeopleCert, candidates become officially qualified ‘SDI™ – Service Desk Analysts’.