The Service Desk and Support Analyst exam is based on the SDA standard. The competencies required for each SDI qualification were identified and approved by the SDI International Committee for Individual Standards, a group of industry experts and experienced practitioners from several organizations, in order to:
• Establish an international benchmark that recognize and develops the breadth of knowledge required to successfully fulfil relevant roles
• Document the skills needed to deliver consistent, high quality service and support
• Provide a mechanism, aligned to international industry standards, for developing people working in the IT service and support industry
• Provide leadership to the IT support industry by providing qualifications in IT service and support.
Prerequisites for passing the exam will be a working knowledge and understanding of the professional demands placed on a service desk and support analyst, the standard process requirements for most support operations and the technology available to service desks
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. 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 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
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
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