- Exam Code: SDA
- Exam Name: Service Desk Analyst v9
- Certification Provider: Peoplecert
- Corresponding Certification: SDI Qualifications
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Updated: Sep 23, 2026
No. of Questions: 62 Questions & Answers with Testing Engine
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Managing Customer Feedback | - Purpose and objectives of feedback management - Feedback management components - Using feedback for service improvement |
| Topic 2: Resilience | - Managing workplace pressure - Emotional resilience - Recognising signs of stress |
| Topic 3: Managing Practices, Processes and Procedures | - Structured practices and procedures - Documentation - Interaction handling |
| Topic 4: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Topic 5: IT Service Management | - Service request management - Incident management - Problem management - Information security management - Knowledge management |
| Topic 6: Effective Communication Skills and Competencies | - Adapting communication to different customers - Formal and informal communication - Active listening - Verbal and non-verbal communication |
| Topic 7: Quality Assurance Programme | - Customer satisfaction surveys - Quality assurance practices - Service desk metrics - Quality assurance activities |
| Topic 8: Support Methods | - Remote support - Support delivery methods - Self-service |
| Topic 9: Effective Rapport and Conflict Management Skills | - Negotiation - Building rapport - Conflict management - Emotional intelligence |
| Topic 10: Problem-Solving | - Creative problem-solving - Problem-solving techniques - Critical thinking - Inductive and deductive reasoning |
| Topic 11: Relationship Management | - Cultural awareness - Collaboration and teamwork - Customer relationships |
| Topic 12: AI and Automation | - AI in service management - Automation in service management - Benefits and challenges of AI and automation |
Peoplecert Service Desk Analyst v9 Sample Questions:
The process of identifying, addressing and resolving disagreements in a constructive manner is the definition of which skill?
- A. Interaction management
- B. Negotiation
- C. Conflict Management
- D. De-escalation
Correct Answer: C 🗳️
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What is defined as "A formal request from a customer for information, advice, or a standard change or for access to an IT service, or to provide standard IT services for a new customer"?
- A. A Request for Change
- B. An Incident
- C. A Service Request
- D. A Problem
Correct Answer: C 🗳️
Explanation: Only visible for ExamBoosts members. You can sign-up / login (it's free).
Which of the following is NOT an example of how AI can support the Service Desk?
- A. Predictive insights
- B. Continuous learning
- C. Faster resolutions
- D. Increased manual effort
Correct Answer: D 🗳️
Explanation: Only visible for ExamBoosts members. You can sign-up / login (it's free).
Linking to continual improvement initiatives is a KEY component of which process?
- A. Service Continuity Management
- B. Governance
- C. Service Desk
- D. Feedback Management
Correct Answer: D 🗳️
Explanation: Only visible for ExamBoosts members. You can sign-up / login (it's free).
Which skill would a Service Desk analyst be demonstrating when using deductive reasoning?
- A. Active listening skills
- B. Non-verbal communication skills
- C. Call management skills
- D. Problem-solving skills
Correct Answer: D 🗳️
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