Service Desk Analyst v8 (SDA) · PeopleCert
Service Desk Analyst
Validate your service desk support and customer relations skills against recognised industry standards.
60 minexam duration
65%pass mark
Levels 1 and 2target support
Norenewal required
Who is it for?
- Service desk and support analysts.
- People with level 1 or 2 support experience.
- Teams looking to harmonise their support practices.
Prerequisites
PeopleCert recommends training with an Accredited Training Organisation (ATO). Experience in a level 1 or 2 service desk is targeted.
Objectives
- Explain the duties and responsibilities of a service desk professional
- Apply core support and customer service skills
- Summarise and track service desk processes
- Identify and describe service desk tools and technologies
Programme
01The analyst's role
- Service desk responsibilities
- Analyst responsibilities
- Level 1 and 2 support context
02Key skills
- Customer service
- Communicating with the user
- Support skills
03Service desk processes
- Process monitoring
- Industry best practices
- Service quality
04Tools and technologies
- Service desk tools
- Supporting technologies
- Everyday use
The exam
FormatClosed-book exam, on computer, proctored at one of our centres (Brazzaville or Pointe-Noire)
Duration60 minutes
ResultPass mark: 65%
ValidityNo renewal required
Exam available in English and Spanish.
Packages
Exam bundleThe official exam, with the eBook and preparation kit.
Official sources: peoplecert.org
Upcoming sessions
Coming soon. Contact your nearest centre to find out the next dates.
Brazzaville
1659, rue Matsiona Nzoulou, Plateau des 15 ans
WhatsApp +242 06 885 73 38
Pointe-Noire
Quartier SOCOPRISE, en face de Oceana
Tel. +242 05 583 26 30
WhatsApp +242 06 701 88 87
By email
Response with dates and a quote.
contact@atom-center.com