Develop all the essential skills and knowledge required for delivering customer service and support excellence.
The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work within the IT service and support industry.
A certified individual will have:
- Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
- Practical knowledge of how to use these skills to deal effectively with a variety of situations
- A clear understanding of how to identify customer needs and motivations, and how to handle difficult situations
- Understand the importance of teamwork in the support environment
- A thorough grounding in the skills, competencies, responsibilities and knowledge required of a professional and effective Service Desk analyst
Who is it for?
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. It is suitable for analysts looking to grow in their role and gain a recognised qualification in their profession. This qualification will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.
Please note that a training course completion certificate from an Accredited Training Organisation will be required to demonstrate proof of training attendance before exam results are released.
1 World Training offers special pricing for all courses, to learners from following countries:
Countries in Region 1
Rules regarding use of PeopleCert exam vouchers:
- If you have purchased Exam vouchers for Region 1 – than candidates can take PeopleCert exams in any country.
- If you have purchased Exam vouchers for Region 2 – than candidates can take PeopleCert exams in Countries which are in Region 2 or 3.
- If you have purchased Exam vouchers for Region 3 – than candidates can take PeopleCert exams in Countries which are in Region 3 only.
| United States | United Arab Emirates | Canada | New Caledonia | Dubai |
| American Samoa | Saudi Arabia | Singapore | New Zealand | China |
| Hong Kong | Bermuda | Malaysia | Norfolk Island | Taiwan, Province Of China |
| Macao | Falkland Islands (Malvinas) | Qatar | Northern Mariana Islands | Thailand |
| Taiwan | South Korea | Antarctica | Bahrain | Barbados |
| Cayman Islands | Cook Islands | Puerto Rico | Oman | French Southern Territories |
| Guam | Bouvet Island | Heard Island and McDonald Islands | Palau | Bahamas |
| Israel | French Polynesia | Korea, Democratic People΄s Republic Of | Panama | Kuwait |
| South Georgia and The South Sandwich Islands | Brunei Darussalam | Korea, Republic Of | Mayotte | Nauru |
Countries in Region 2
| Australia | Austria | Belgium | United Kingdom | Turkey |
| Aland Islands | Andorra | Switzerland | Sweden | Svalbard And Jan Mayen |
| Spain | Romania | Portugal | Poland | Norway |
| Netherlands | Monaco | Japan | Italy | Ireland |
| Iceland | Hungary | Germany | France | Finland |
| Denmark | Cyprus | Croatia | Czech Republic | Estonia |
| Faroe Islands | Gibraltar | Greece | Greenland | Guernsey |
| Holy See (Vatican City State) | Jersey | Latvia | Liechtenstein | Lithuania |
| Luxembourg | Malta | San Marino | Slovakia | Slovenia |
| Isle Of Man |
Countries in Region 3
| India | Afghanistan | Ukraine | Albania | Algeria |
| Pakistan | Bangladesh | Bhutan | Brazil | Congo |
| Indonesia | Iran, Islamic Republic Of | Iraq | Jordan | Kazakhstan |
| Maldives | Mexico | Morocco | Nepal | Myanmar |
| Netherlands Antilles | Niger | Nigeria | Angola | Philippines |
| Pitcairn | Saint Barthelemy | Somalia | South Africa | Sri Lanka |
| Sudan | Suriname | Swaziland | Saint Kitts And Nevis | Syrian Arab Republic |
| Saint Helena | Tajikistan | Saint Lucia | Tanzania, United Republic Of | Venezuela |
| Uzbekistan | Viet Nam | Vanuatu | Virgin Islands, British | Saint Martin |
| Virgin Islands, U.S. | Saint Pierre And Miquelon | Yemen | Zambia | Zimbabwe |
| Samoa | Eswatini | Cote D'IVOIRE | Saint Vincent And the Grenadines | Vietnam |
| North Macedonia | Sao Tome and Principe | Congo, Democratic Republic of the | Lagos | Russia |
| Laos | Anguilla | South Sudan | Antigua And Barbuda | Argentina |
| Armenia | Wallis And Futuna | Aruba | Tokelau | Azerbaijan |
| Timor-Leste | Belarus | Western Sahara | Belize | Benin |
| Bolivia | Kosovo | Bosnia And Herzegovina | Botswana | Bonaire, Saint Eustatius and Saba |
| British Indian Ocean Territory | Bulgaria | Senegal | Burkina Faso | Burundi |
| Serbia | Cambodia | Togo | Cameroon | Cape Verde |
| Chad | Chile | Seychelles | Sierra Leone | Cocos (Keeling) Islands |
| Solomon Islands | Colombia | Costa Rica | Curaçao | Christmas Island |
| Central African Republic | Cuba | Comoros | Dominica | Djibouti |
| Dominican Republic | Tunisia | Ecuador | Turkmenistan | Egypt |
| El Salvador | Equatorial Guinea | Eritrea | Côte d'Ivoire | Turks And Caicos Islands |
| F.Y.R.O.M. | Gambia | Gabon | Ethiopia | Fiji |
| Tuvalu | Guadeloupe | Uganda | Ghana | Grenada |
| French Guiana | Guinea | Georgia | Guatemala | United States Minor Outlying Islands |
| Guinea-Bissau | Uruguay | Guyana | Honduras | Jamaica |
| Kenya | Lesotho | Libyan Arab Jamahiriya | Haiti | Liberia |
| Lebanon | Madagascar | Kiribati | Lao people’s Democratic Republic | Mauritania |
| Mauritius | Micronesia, Federated States Of | Martinique | Kyrgyzstan | Moldova, Republic Of |
| Montenegro | Namibia | Mozambique | Mongolia | Marshall Islands |
| Niue | Malawi | Mali | Montserrat | Nicaragua |
| Palestinian Territory, Occupied | Papua New Guinea | Reunion | Paraguay | Russian Federation |
| Rwanda | Tonga | Trinidad And Tobago | Curacao | Peru |
