Peoplecert SDA : Service Desk Analyst v9

Exam Code: SDA

Exam Name: Service Desk Analyst v9

Updated: Sep 18, 2026

Q & A: 62 Questions and Answers

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Peoplecert SDA Exam Syllabus Topics:

Section	Objectives
Quality Assurance Programme	- Customer satisfaction surveys - Quality assurance practices - Service desk metrics - Quality assurance activities
Managing Practices, Processes and Procedures	- Interaction handling - Documentation - Structured practices and procedures
Problem-Solving	- Inductive and deductive reasoning - Problem-solving techniques - Creative problem-solving - Critical thinking
Support Methods	- Remote support - Support delivery methods - Self-service
Relationship Management	- Collaboration and teamwork - Customer relationships - Cultural awareness
Resilience	- Managing workplace pressure - Recognising signs of stress - Emotional resilience
Effective Rapport and Conflict Management Skills	- Conflict management - Building rapport - Emotional intelligence - Negotiation
Roles and Responsibilities	- Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour
AI and Automation	- AI in service management - Benefits and challenges of AI and automation - Automation in service management
Managing Customer Feedback	- Purpose and objectives of feedback management - Feedback management components - Using feedback for service improvement
IT Service Management	- Incident management - Problem management - Information security management - Service request management - Knowledge management
Effective Communication Skills and Competencies	- Active listening - Formal and informal communication - Adapting communication to different customers - Verbal and non-verbal communication

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

When can conflict arise?
1. Handling frustrated customers
2. Managing tensions within internal teams
3. Managing tensions within departments
4. Communicating priorities and urgency

A. 1, 3 and 4
B. 1, 2 and 3
C. 2, 3 and 4
D. All of the above

Reveal Solution Discussion 0

Correct Answer: D 🗳️