SDA Exam Dumps
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| Certification Provider: | Peoplecert |
|---|---|
| Exam Code / Number: | SDA |
| Exam Name: | Service Desk Analyst v9 |
| Exam Questions: | 62 |
| Last Updated: | Oct 11, 2026 |
| Corresponding Certification: | SDI Qualifications |
(1 Up Votes)Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Managing Practices, Processes and Procedures | - Interaction handling - Structured practices and procedures - Documentation |
| IT Service Management | - Problem management - Incident management - Service request management - Information security management - Knowledge management |
| Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| Relationship Management | - Customer relationships - Cultural awareness - Collaboration and teamwork |
| Problem-Solving | - Creative problem-solving - Critical thinking - Inductive and deductive reasoning - Problem-solving techniques |
| Effective Communication Skills and Competencies | - Adapting communication to different customers - Active listening - Formal and informal communication - Verbal and non-verbal communication |
| Effective Rapport and Conflict Management Skills | - Emotional intelligence - Building rapport - Negotiation - Conflict management |
| Quality Assurance Programme | - Customer satisfaction surveys - Quality assurance practices - Quality assurance activities - Service desk metrics |
| Resilience | - Emotional resilience - Managing workplace pressure - Recognising signs of stress |
| Managing Customer Feedback | - Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management components |
| Support Methods | - Self-service - Remote support - Support delivery methods |
| AI and Automation | - AI in service management - Benefits and challenges of AI and automation - Automation in service management |