Develop key customer service and support competencies
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.
