Exam Name: Service Desk Analyst v9
Certification Provider: Peoplecert
Corresponding Certification: SDI Qualifications
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Peoplecert : SDA Exam Premium Dumps
Check Updated on: Oct 11, 2026
No. of Questions: 62 Questions & Answers with Exam Engine
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Problem-Solving | - Creative approaches to problem-solving - Critical thinking - Inductive and deductive reasoning - Problem-solving techniques |
| Topic 2: Relationship Management | - Building relationships with customers and colleagues - Collaboration and teamwork - Cultural awareness |
| Topic 3: Managing Practices, Processes and Procedures | - Structured practices and procedures - Interaction handling - Documentation quality and consistency |
| Topic 4: Quality Assurance | - Customer satisfaction surveys - Quality assurance practices - Quality assurance activities - Service desk metrics |
| Topic 5: Resilience | - Managing workplace pressure - Positive and negative signs of stress - Emotional resilience |
| Topic 6: Rapport and Conflict Management | - Negotiation - Building rapport with customers and colleagues - Conflict management - Emotional intelligence |
| Topic 7: Managing Customer Feedback | - Purpose and objectives of feedback management - Feedback management process - Using feedback for service improvement |
| Topic 8: Communication Skills | - Active listening - Adapting communication to different people - Verbal and non-verbal communication - Formal and informal communication |
| Topic 9: Support Channels | - Support delivery methods - Remote support - Self-service |
| Topic 10: AI and Automation | - Automation in service management - AI in service management - Benefits of AI and automation - Challenges and considerations |
| Topic 11: Roles and Responsibilities | - Personal and team standards - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| Topic 12: IT Service Management | - Service request management - Information security management - Incident management - Knowledge management - Problem management |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following BEST describes automation?
- A. The complete replacement of human involvement in service management activities through the use of advanced technologies.
- B. The use of predefined rules to assist staff in completing tasks while requiring manual execution at each step.
- C. The use of technology to perform repetitive or routine tasks with minimal human intervention, improving efficiency and consistency.
- D. The delegation of all decision-making responsibilities to computer systems regardless of task complexity.
Correct Answer: C 🗳️
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Linking to continual improvement initiatives is a KEY component of which process?
- A. Feedback Management
- B. Service Desk
- C. Service Continuity Management
- D. Governance
Correct Answer: A 🗳️
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Which of the following statements about the Service Desk's and Management's roles in Continual Improvement is INCORRECT?
- A. The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights
- B. Management relies on insights from the Service Desk to make informed Continual Improvement decisions
- C. The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives
- D. Management is responsible for prioritising, approving, and governing Continual Improvement initiatives
Correct Answer: C 🗳️
During a customer interaction you realise the customer is starting to get annoyed.
Which is the BEST skill to use in this situation?
- A. Closed questioning
- B. Call management
- C. Emotional intelligence
- D. Assertiveness
Correct Answer: C 🗳️
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What is the final step in the troubleshooting model?
- A. Analyse the information
- B. Utilise the relevant troubleshooting technique
- C. Communicate the resolution (or next steps) to the customer
- D. Continual Improvement
Correct Answer: C 🗳️
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