Peoplecert Service Desk Analyst v9 : SDA
Exam Code: SDA
Exam Name: Service Desk Analyst v9
Updated: Sep 19, 2026
Q & A: 62 Questions and Answers
SDA Free Demo download
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Managing Customer Feedback | - Feedback management process - Using feedback for service improvement - Purpose and objectives of feedback management |
| Topic 2: Rapport and Conflict Management | - Negotiation - Conflict management - Building rapport with customers and colleagues - Emotional intelligence |
| Topic 3: Communication Skills | - Adapting communication to different people - Verbal and non-verbal communication - Active listening - Formal and informal communication |
| Topic 4: Resilience | - Emotional resilience - Positive and negative signs of stress - Managing workplace pressure |
| Topic 5: Relationship Management | - Collaboration and teamwork - Building relationships with customers and colleagues - Cultural awareness |
| Topic 6: IT Service Management | - Problem management - Service request management - Incident management - Knowledge management - Information security management |
| Topic 7: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Personal and team standards - Service excellence and professional behaviour |
| Topic 8: Support Channels | - Support delivery methods - Remote support - Self-service |
| Topic 9: Managing Practices, Processes and Procedures | - Structured practices and procedures - Interaction handling - Documentation quality and consistency |
| Topic 10: Problem-Solving | - Inductive and deductive reasoning - Critical thinking - Creative approaches to problem-solving - Problem-solving techniques |
| Topic 11: Quality Assurance | - Service desk metrics - Quality assurance practices - Quality assurance activities - Customer satisfaction surveys |
| Topic 12: AI and Automation | - Automation in service management - AI in service management - Challenges and considerations - Benefits of AI and automation |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which technique would an analyst use to establish effective relationships with customers?
- A. Use technical language when communicating with all customers
- B. Maintaining a positive attitude
- C. Demonstrate little understanding of customers business activities
- D. Avoid answering customers questions in full
Correct Answer: B 🗳️
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Which option BEST explains the difference between Customer Experience (CX), Service Level Agreements (SLAs), and Service Quality?
- A. SLAs define customer experience, CX measures compliance, and Service Quality applies only to internal teams
- B. Service Quality and CX are the same, while SLAs exist only for reporting purposes
- C. CX measures technical performance, SLAs describe customer emotions, and Service Quality replaces the need for targets
- D. CX reflects how customers feel about their interactions before, during, and after support: SLAs define agreed performance targets: Service Quality describes how consistently services are delivered against defined standards
Correct Answer: D 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
'Creating an environment where all individuals feel welcomed, respected, and able to contribute fully' describes which element of DEIB?
- A. Belonging
- B. Inclusion
- C. Equity
- D. Diversity
Correct Answer: B 🗳️
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Which of these is a responsibility for managing stress in ourselves and colleagues?
- A. Offer support to colleagues and alert management
- B. Maintain a healthy work-life balance
- C. Don't burden your colleagues with your concerns
- D. Be reactive in managing stress in ourselves and colleagues
Correct Answer: A 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
In which situation would you use functional escalation?
- A. When a different level of skill is needed to resolve the incident
- B. When a customer asks to speak to a manager
- C. To decide whether a major incident should be declared
- D. When the SLA is about to breach or has been breached
Correct Answer: A 🗳️
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