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:

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

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

Which of these describe the role of an SDA in an effective team?
1. Collaborate openly and effectively
2. Encourage a safe and supportive workplace
3. Support during onboarding with buddying and skill development
4. Retaining knowledge and information

  • A. 1, 3 and 4
  • B. 1, 2 and 3
  • C. 1, 2 and 4
  • D. 2, 3 and 4
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #2

Which of the following benefits of employee wellbeing in a Service Desk are FALSE?
1. Improved performance and productivity
2. Discourages personal development and engagement

  • A. Both 1 and 2
  • B. 1 only
  • C. 2 only
  • D. None of the above
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #3

What is the final step in the troubleshooting model?

  • A. Analyse the information
  • B. Continual Improvement
  • C. Utilise the relevant troubleshooting technique
  • D. Communicate the resolution (or next steps) to the customer
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #4

How would an SDA benefit from using a 'Super Channel' for support?

  • A. Real-time updates
  • B. Limited Subject Matter Expert access
  • C. Reduced collaboration
  • D. Increased workload
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #5

Omni-channel support is a customer service approach where customers can reach support across multiple integrated channels, with a and experience across all of them.
What are the missing words?

  • A. Clear and stream-lined
  • B. Continuous and dependable
  • C. Smooth and reliable
  • D. Seamless and consistent
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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