SDI SD0-101 : Service Desk Analyst Exam

Number of questions: 166
Last Update: Jul 19, 15
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SDI SD0-101 Exam Description and Topics

The SDI SD0-101 Service Desk Analyst exam is designed for IT specialists experienced with working in a service and support environment. Test questions will cover the demands of the Service Desk field and the necessary customer service and support skills to meet evolving job responsibilities.

Accompanying the SDI SD0-101 exam is the SDA training course, a three-day course which provides important information, core knowledge, and practical preparation for the exam. An in-house course is also available. Candidates can visit the SDI-E website for course information, registration details, and additional training resources.

Several areas of knowledge will be tested. Participants should know key concepts regarding SDA support roles and responsibilities. An understanding of IT Service Management and relationship management (including customer service best practices and effective situation handling) is necessary. In addition, participants should be knowledgeable of problem solving processes/techniques, conflict management and other communication skills, quality assurance activities (such as metrics and customer satisfaction surveys), and all related tools and technologies.