SDI Analyst


SDI Analyst

Learning Objectives

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

Profile of the Customer Service and Support Specialist

The Service Desk and Support Analyst

The Service Desk

Best Practices

Policies and Legislation

Service Commitments and Ethics

Service Attitude


Cultural Sensitivity and Global Perspective

Target Group

SDI’s Service Desk and Support Analyst exam and training materials are for individuals who are currently involved in the IT service and support industry. 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

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 to be recognized for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.


SDI’s Service Desk and Support Analyst standard defines the skills required by service desk and support analysts in

an IT service and support environment. The Service Desk and Support Analyst qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work in the IT support industry.


The training courseware, examination are accredited by APMG-International

Format of the Examination:

Type: 60 MCQ

Duration: 75 minutes

Supervised: Yes

Open Book: No

Pass Score: 45/60

Delivery: Online

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