Peoplecert Service Desk Analyst v9 : SDA

Exam Code: SDA
Exam Name: Service Desk Analyst v9
Updated: Sep 18, 2026
Q & A: 62 Questions and Answers

About Peoplecert SDA Exam Questions

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Peoplecert SDA Exam Syllabus Topics:

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

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

'Creating an environment where all individuals feel welcomed, respected, and able to contribute fully' describes which element of DEIB?

A. Inclusion
B. Belonging
C. Diversity
D. Equity

Reveal Solution Discussion 0

Correct Answer: A 🗳️