Peoplecert SDA : Service Desk Analyst v9

Exam Code: SDA
Exam Name: Service Desk Analyst v9
Updated: Sep 27, 2026
Q & A: 62 Questions and Answers

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Peoplecert SDA Exam Syllabus Topics:

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

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

Which of the following is NOT a benefit of professionally managing an interaction?

A. Customers are kept informed and engaged
B. Service Desk credibility is eroded
C. Customer satisfaction levels increase
D. A repeatable service is created

Reveal Solution Discussion 0

Correct Answer: B 🗳️