Peoplecert SDA : Service Desk Analyst v9

Exam Code: SDA

Exam Name: Service Desk Analyst v9

Updated: Sep 19, 2026

Q & A: 62 Questions and Answers

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Peoplecert SDA Exam Syllabus Topics:

Section	Objectives
Topic 1: Rapport and Conflict Management	- Emotional intelligence - Building rapport with customers and colleagues - Conflict management - Negotiation
Topic 2: Resilience	- Emotional resilience - Positive and negative signs of stress - Managing workplace pressure
Topic 3: Managing Practices, Processes and Procedures	- Structured practices and procedures - Interaction handling - Documentation quality and consistency
Topic 4: Support Channels	- Support delivery methods - Remote support - Self-service
Topic 5: Problem-Solving	- Critical thinking - Creative approaches to problem-solving - Problem-solving techniques - Inductive and deductive reasoning
Topic 6: Managing Customer Feedback	- Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management process
Topic 7: Quality Assurance	- Quality assurance activities - Customer satisfaction surveys - Quality assurance practices - Service desk metrics
Topic 8: Roles and Responsibilities	- Service Desk Analyst roles and responsibilities - Personal and team standards - Service excellence and professional behaviour
Topic 9: AI and Automation	- AI in service management - Automation in service management - Challenges and considerations - Benefits of AI and automation
Topic 10: Communication Skills	- Formal and informal communication - Verbal and non-verbal communication - Active listening - Adapting communication to different people
Topic 11: IT Service Management	- Service request management - Incident management - Knowledge management - Information security management - Problem management
Topic 12: Relationship Management	- Collaboration and teamwork - Cultural awareness - Building relationships with customers and colleagues

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

Which of the following is a barrier to effective communication?

A. Speaking clearly and concisely
B. Attempting to resolve an issue using remote support tools
C. Avoiding the use of slang
D. Unconscious bias

Reveal Solution Discussion 0

Correct Answer: D 🗳️