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
Policies and Legislation
Service Commitments and Ethics
Cultural Sensitivity and Global Perspective
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:
Service Desk 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
Type: 60 MCQ
Duration: 75 minutes
Open Book: No
Pass Score: 45/60