Audience

The SDA qualification course is for front-line IT service and support analysts with some experience in a first-line or secondline service desk environment. This course will help analysts who are looking to grow in their role and gain a recognized qualification in their profession, develop practical skills while earning a certificate that endorses their commitment and knowledge. Examples of professional job Course Outcomes You 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 • Summarize and follow service desk processes • Identify and describe service desk tools and technologies titles include: • Support Analyst • Service Desk Analyst • First-line Analyst Second-line Analyst • Client Support Technician/Consultant • Desktop Support Analyst • Customer Support Officer • Technical Support Analyst • Service Centre Analyst Individuals interested in achieving an SDI qualification will come from all industry sectors across a range of large, medium, and small sized service desks. They will have a desire for their knowledge of the important topics listed in this standard to be recognized in order to pursue employment and advancement opportunities in the support industry