Service Desk Analyst (SDA)
SDA is designed to provide service desk and support analysts with the skills to work consistently within industry recognised standards and in-line with best practices guidelines.
The SDA qualification certifies an individual’s knowledge of customer service and support competencies. An SDA certified individual will be able 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
- Summarise and follow service desk processes
- Identify and describe service desk tools and technologies
Who is it for?
Suitable for service desk and support analysts with some experience in a first-line or second-line service desk environment.