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 |
|---|---|
| IT Service Management | - Problem management - Knowledge management - Incident management - Service request management - Information security management |
| Managing Practices, Processes and Procedures | - Structured practices and procedures - Interaction handling - Documentation |
| AI and Automation | - Automation in service management - Benefits and challenges of AI and automation - AI in service management |
| Resilience | - Recognising signs of stress - Emotional resilience - Managing workplace pressure |
| Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| Quality Assurance Programme | - Customer satisfaction surveys - Quality assurance activities - Quality assurance practices - Service desk metrics |
| Managing Customer Feedback | - Purpose and objectives of feedback management - Using feedback for service improvement - Feedback management components |
| Problem-Solving | - Critical thinking - Problem-solving techniques - Creative problem-solving - Inductive and deductive reasoning |
| Effective Rapport and Conflict Management Skills | - Building rapport - Emotional intelligence - Negotiation - Conflict management |
| Effective Communication Skills and Competencies | - Verbal and non-verbal communication - Formal and informal communication - Adapting communication to different customers - Active listening |
| Relationship Management | - Cultural awareness - Customer relationships - Collaboration and teamwork |
| Support Methods | - Support delivery methods - Remote support - Self-service |
Peoplecert Service Desk Analyst v9 Sample Questions:
What should analysts do to reduce inbound Service Desk interactions?
- A. Keep customers informed of incident or service request record status changes
- B. Ensure that incidents reported at the Service Desk are recorded
- C. Ask customers to seek technical assistance from their colleagues before making contact
- D. Inform customers to make contact only in an emergency
Correct Answer: A 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
Which of the following statements about the Service Desk's and Management's roles in Continual Improvement is INCORRECT?
- A. The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives
- B. Management relies on insights from the Service Desk to make informed Continual Improvement decisions
- C. The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights
- D. Management is responsible for prioritising, approving, and governing Continual Improvement initiatives
Correct Answer: A 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
Which of the following customer emotions would an analyst need to manage?
1. Impatience
2. Embarrassment
3. Pre-judgement
4. Anger
- A. All of them
- B. 2, 3, and 4
- C. 1, 2, and 4
- D. 1, 3, and 4
Correct Answer: A 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
Which of the following is NOT a benefit of professionally managing an interaction?
- A. Service Desk credibility is eroded
- B. Customer satisfaction levels increase
- C. Customers are kept informed and engaged
- D. A repeatable service is created
Correct Answer: A 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
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 🗳️
Explanation: Only visible for PDFDumps members. You can sign-up / login (it's free).
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