HDI-SDA Exam Information and Guideline
Service Desk Analyst (SDA) 2025
Below are complete topics detail with latest syllabus and course outline, that will help you good knowledge about exam objectives and topics that you have to prepare. These contents are covered in questions and answers pool of exam.
Certification Name: HDI Service Desk Analyst (HDI-SDA)
Target Audience: Service desk analysts, technical support specialists, and help desk professionals.
Exam Format: Multiple-choice questions (MCQs).
Number of Questions: 65 questions.
Duration: 75 minutes.
Passing Score: 80% (52 correct answers out of 65).
Language: English.
Exam Objectives
The HDI-SDA exam focuses on the following key objectives:
- Understanding the Role of the Service Desk Analyst:
- The importance of the service desk in an organization.
- Key responsibilities and skills of a service desk analyst.
- Customer Service Skills:
- Effective communication and interpersonal skills.
- Handling difficult customers and situations.
- Service Desk Processes:
- Incident management and request fulfillment.
- Problem management and escalation procedures.
- Tools and Technologies:
- Knowledge of service desk tools and software.
- Understanding of IT infrastructure and common technologies.
- Quality Assurance and Metrics:
- Measuring and improving service desk performance.
- Key performance indicators (KPIs) and metrics.
- Professional Development:
- Continuous learning and skill development.
- Understanding industry standards and best practices.
Topic Details
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The HDI-SDA exam covers the following domains and topics:
1. Role of the Service Desk Analyst
- Key Topics:
- The purpose and mission of the service desk.
- The role of the service desk in IT service management (ITSM).
- Key responsibilities of a service desk analyst.
- Skills and competencies required for success.
- The importance of teamwork and collaboration.
2. Customer Service Skills
- Key Topics:
- Effective communication techniques (verbal and written).
- Active listening and empathy.
- Handling difficult customers and managing emotions.
- Building rapport and trust with customers.
- Cultural sensitivity and diversity awareness.
3. Service Desk Processes
- Key Topics:
- Incident management lifecycle (logging, categorization, prioritization, resolution, and closure).
- Request fulfillment process.
- Problem management basics.
- Escalation procedures and when to escalate.
- Knowledge management and self-service options.
4. Tools and Technologies
- Key Topics:
- Common service desk tools (e.g., ticketing systems, remote support tools).
- IT infrastructure basics (hardware, software, networks).
- Understanding of operating systems and applications.
- Security awareness and data protection.
- Remote troubleshooting techniques.
5. Quality Assurance and Metrics
- Key Topics:
- Importance of quality assurance in the service desk.
- Key performance indicators (KPIs) for service desk performance.
- Measuring customer satisfaction (e.g., CSAT, Net Promoter Score).
- Continuous improvement and feedback loops.
- Reporting and analytics for service desk operations.
6. Professional Development
- Key Topics:
- Importance of continuous learning and skill development.
- Industry standards and frameworks (e.g., ITIL, HDI).
- Career growth opportunities for service desk analysts.
- Networking and professional communities.
- Staying updated with industry trends and technologies.