Service Desk Analyst (SDA) Training

The Service Desk Analyst training is a comprehensive training course designed to equip professionals with extensive knowledge and skills essential for delivering excellent customer service and support. This course will teach participants the significance of customer relationship management and help them strengthen their skills crucial for developing and maintaining good relationships with peers and customers. This SDI Service Desk Analyst training puts a strong emphasis on the various support methodologies, technologies, and tools that are used within the service desk. Participants will be walked through key issues in service desks such as service level agreements, benefits, pitfalls, significance of metrics, service management processes, implementation, and effective problem-solving methods and techniques. Based upon the standards and objectives for SDI’s Service Desk Analyst certification, this course provides participants with the knowledge and skills to confidently appear for the SDA exam.

Accredited By

  • 24 Hours Training
  • Online / Classroom / Onsite
  • 23 Jul, 2023 / 23 Aug, 2023
  • Additional Program Dates
  • 100K+ Happy Students

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What is this Service Desk Analyst course all about?

The SDI Service Desk Analyst training offers deep comprehensive knowledge of the support technologies and methodologies used at the service desk. The course discusses industry-recognized standards and best practice guidelines to help participants work consistently as SDAs. The course module includes key concepts such as professionalism and roles, analytical skills, process, supported technologies and enabling tools. With ample case studies and exercises, participants can build their skills, competencies, and knowledge at practical levels, which are highly sought when in SDA roles. Furthermore, the course explains all concepts and tools essential for taking the SDA exam, which will allow professionals to become certified SDAs.

Why is getting trained as Service Desk Analyst important?

Service Desk Analysts play a crucial role in customer experience. Getting trained as SDAs will impart essential knowledge and skills to support customer services. This SDA training trains professionals on the key concepts, standards, and processes necessary for implementing the best principles for customer relationship management. Through this course, professionals receive first-hand experience in the subject matter, helping them build their competencies in customer relationship management, which is essential for service desk analysts as they are required to deliver professional and effective support.

Service Desk Analysts play a crucial role in customer experience. Getting trained as SDAs will impart essential knowledge and skills to support customer services. This SDA training trains professionals on the key concepts, standards, and processes necessary for implementing the best principles for customer relationship management. Through this course, professionals receive first-hand experience in the subject matter, helping them build their competencies in customer relationship management, which is essential for service desk analysts as they are required to deliver professional and effective support.

Why do companies hire professionals with Service Desk Analyst certification?

Service desk analysts are the first point of contact for customers seeking technical assistance. This makes them play a critical role in building customer experience. Companies hire these professionals for their demonstrated expertise in SDI’s SDA standards and their ability to troubleshoot and resolve customers’ concerns. They possess analytical skills and a strong understanding of the various methodologies, technologies, and systems that can be implemented for resolving customer issues making them valuable assets to organizations.

Industry Trends

The demand for service desk analysts is high in many industries, thus pursuing a career in this field can provide good job prospects and growth opportunities. The SDI’s SDA certification comes with its own set of merits and opportunities in the market. Let us see how.

Market trends

According to the U.S. Bureau of Labour Statistics, the employment rate for service desk analysts is projected to grow by 9% in this decade. With a wide range of options for career growth opportunities, service desk analysts' job roles form the most coveted job roles in today’s employment sector. Majorly employed in the IT departments, these professionals are offered a promising and prosperous future with good job prospects and impressive paychecks.

Salary Trends

With an option to progress into senior roles, service desk analysts have a plethora of growth opportunities. Along with this, these professionals are offered impressive salaries as well. With relevant certifications and industry experience, SDAs can easily level up their game in the industry. As per the data from, an entry-level service desk analyst earns an average salary of AED 137,527 per annum.

Demand & Opportunities

The scope of service desk analysts are significantly high as they play a critical role in helping companies maintain and improve their IT systems and infrastructures. The SDI’s Service Desk Analyst certification gives an assurance of the necessary competency in related roles, thus making these opportunities easier to avail.

A few of the most-sought service desk analyst jobs available in the Dubai region (as observed in popular Dubai job portals) follow:

  1. Service Desk Technicians provide support assistance and guidance to customers in using their products or service as well as resolving any issues faced

  2. Help Desk Technicians provide technical support to customers by diagnosing problems, researching solutions and providing step-by-step instructions

  3. IT Support Analysts troubleshoot and resolve technical issues related to hardware, software, and networks

  4. IT Support Specialists are responsible for managing the support and assistance systems for maintaining and improving the company’s IT systems and infrastructure 

  5. IT Service Desk Analysts are responsible for providing technical support to customers via phone, email or chat 

Course Outcome

Successful completion of the SDI Service Desk Analyst course will help you to:

  • Gain a comprehensive understanding of the core concepts, tools and processes of IT service management
  • Learn how to deliver efficient and effective IT support in line with SDI’s standards
  • Understand practical problem-solving techniques to resolve customers’ issues
  • Understand service desk metrics, service level agreements, and the latest service desk tools and technologies
  • Acknowledge the significance of teamwork in the IT support environment 
  • Learn how to identify customer needs and develop professional relationships with customers

Course Module

  • Familiarity with ITIL (Information Technology Infrastructure Library) processes
  • Basic knowledge of networking, troubleshooting, and problem-solving skills
  • Understanding of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
  • To identify and understand the principles of effective communication in customer support  To understand the differences between face-to-face, telephone and written communication  
  • To identify ways to enable us to communicate more effectively  
  • To understand how our attitude and approach can influence and affect others 
  • Examine issues, both internal and external, that can affect our motivation  
  • Understand the importance and relevance of ethics within the workplace  
  • Determine the importance and benefits of effective teamwork 
  • Determine the value and benefits of Service Level Agreements  
  • Determine the need for and benefits of metrics and objectives within the support environment  
  • Understand the importance of effective Customer Satisfaction surveys
  • Develop a clear understanding of the support tools and technologies available to Service Desk Analysts  
  • To understand and use the terminology of the support industry  
  • Determine the benefits of the tools and technologies we use  
  • To determine methods for implementing Self-Help and Self Service for end-users
  • To identify and understand the role and responsibilities of the professional Service Desk Analyst  
  • To identify and understand the role and responsibilities of the Service Desk  
  • To determine the attributes, skills and knowledge of a successful Service Desk Analyst  
  • To develop an understanding of Relationship Management from the Service Desk perspective 
  • To identify and agree on the key requirements for delivering customer satisfaction
  • To understand how to ask questions skilfully  
  • To determine the importance of good listening skills  
  • To understand the importance of customer service skills in the IT environment 
  • Determine the importance of effective cross-cultural communication  
  • To understand that assertiveness and confidence are necessary qualities for the SDA  
  • To determine methods of dealing with conflict  
  • To determine the causes, symptoms and ways to manage stress 
  • To understand the ITSM processes most closely linked to the Service Desk  
  • To identify the responsibilities, the Service Desk has within those processes  
  • To understand the importance of the effective incident, problem, change, escalation and asset management processes
  • To determine the steps taken during the problem-solving process  
  • To understand the benefits of using a creative problem-solving approach  
  • To identify techniques for creative problem solving  
  • To practice some problem-solving techniques

Program Dates

Expert Instructors & Teaching Methods


We, at Learners Point, take immense pride in our teaching methods and instructors. Our instructors are some of the best experts in their fields and employ a practical approach to learning. Many of them are globally recognised and have a diverse set of experience in their field of expertise. You are always sure to have the best in the industry as your teachers who are ready to guide you at every step and make the experience informative yet enjoyable.  Apart from the focus on learning your chosen course, our instructors also encourage students to develop communication skills and interpersonal skills necessary to excel in the practical world.

Our cutting edge teaching methods make every program an immersive and productive experience for the learners. Our learning methods are research-driven and are continuously updated to stay relevant to present times as well as the future. You will enjoy practical applications of everything learned through theory and regular mock examinations to help monitor your progress. Our courses are led by an instructor in a classroom setup and we do offer online high-quality sessions as well for individuals. We also monitor the training sessions with a progress tracker to maintain high standards of instruction & ethics.

Our Trainers

Why Count on Learners Point?

Being the leading provider of the Service Desk Analyst course in Dubai, at Learners Point Academy we help professionals get equipped with the necessary skillset for a successful career ahead.

Following are the USPs our Service Desk Analyst training course offers you:

  • We look at real-world scenarios organizations face and formulate our Service Desk Analyst training course evaluating practical requirements
  • Apart from theoretical knowledge, we also focus on practical case studies to give you a reality check and insight into what exactly will be asked of you while delivering in a demanding role
  • Our bespoke Service Desk Analyst course also equips you with hands-on experience by offering assignments related to the actual work environment
  • Apart from organizing group sessions, we also offer a guided learning experience to enhance the quality of our Service Desk Analyst training program
  • We also take a discrete approach to career guidance so that one can be successfully placed as a professional

Learners Experience

"I would highly recommend the SDA training program to anyone looking to start or advance their career in IT support. The program was well-structured, easy to follow, and provided me with all the tools and resources I needed to succeed."

Maria Truman

Desktop Support Technician

"The SDA training program was an excellent investment in my professional development. I feel that I have gained valuable skills and knowledge that will be useful throughout my career."

Romana Harmison

IT Support Specialist

"The SDA training program helped me to improve my communication skills, both in terms of technical terminology and customer service. I now feel much more comfortable interacting with end-users and troubleshooting their issues."


Technical Support Specialist

"The SDA training program provided me with a solid foundation in IT service management principles and practices. The hands-on exercises and simulations were particularly helpful in preparing me for real-world scenarios."

Raza Wajid

Help Desk Technician

"I found the SDA training program to be extremely informative and practical. The instructors were knowledgeable and engaging, and I feel much more confident in my ability to provide effective support to end-users."

Hanifa Riaz

Service Desk Analyst

Our Graduates

Our graduates are from big companies, small, companies, they are founders, career changers and life long learners. Join us and meet your tribe!

FAQs on Service Desk Analyst (SDA) Training

Being a service desk analyst can be a challenging and rewarding career for those with strong problem-solving skills, and who are interested in learning about new technologies. With numerous opportunities to advance to more senior positions within an organization, such as IT manager or director of IT support, a career is promising and rewarding. This makes it a perfect choice of career.
The SDA certification is a globally valued credential issued by the Service Desk Institute (SDI) that demonstrates one’s profound expertise in providing technical support and assistance to their customers. Having this certification can help you advance your career to senior roles and make you more competitive in the job market.
This SDA training is ideal for professionals working in front-line IT service and support environments. It is best suited for people wanting to grow in their role and earn a recognized qualification in the field of IT service management.
At Learners Point Academy, if a participant doesn’t wish to proceed with the training after the registration due to any reason, he or she is entitled to a 100% refund. However, the refund will be issued only if we are notified in writing within 2 days from the date of registration. The refund will be processed within 4 weeks from the day of exit.
Dubai is a hub for many industries, including finance, healthcare, and technology. This makes Dubai a place where the demand for service desk analysts is soaring every minute. The heavy reliance on the technology of companies in Dubai makes it the home for tech savvies. This projects good job prospects and career growth opportunities for service desk analysts in Dubai.
This SDA training teaches you the key concepts, standards, and processes of IT service support. Through this course, you will receive theoretical and practical guidance on IT customer relationship management, which is essential for earning the Service Desk Analyst certification from SDI as well as when taking up the role of a service desk analyst.
The training at Learners Point Academy is interactive, immersive, and intensive hands-on programs. We offer 3 modes of delivery and participants can choose from instructor-led classroom-based group coaching, one-to-one training session, or high-quality live and interactive online sessions as per convenience.
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