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Last Updated: Sep 28, 2026
No. of Questions: 62 Questions & Answers with Testing Engine
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Problem-Solving | - Problem-solving techniques - Inductive and deductive reasoning - Critical thinking - Creative approaches to problem-solving |
| Quality Assurance | - Quality assurance practices - Quality assurance activities - Customer satisfaction surveys - Service desk metrics |
| Support Channels | - Support delivery methods - Remote support - Self-service |
| Relationship Management | - Building relationships with customers and colleagues - Collaboration and teamwork - Cultural awareness |
| IT Service Management | - Problem management - Information security management - Incident management - Service request management - Knowledge management |
| Managing Practices, Processes and Procedures | - Interaction handling - Structured practices and procedures - Documentation quality and consistency |
| Rapport and Conflict Management | - Negotiation - Conflict management - Emotional intelligence - Building rapport with customers and colleagues |
| Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities - Personal and team standards |
| AI and Automation | - Benefits of AI and automation - AI in service management - Challenges and considerations - Automation in service management |
| Resilience | - Emotional resilience - Managing workplace pressure - Positive and negative signs of stress |
| Communication Skills | - Verbal and non-verbal communication - Adapting communication to different people - Active listening - Formal and informal communication |
| Managing Customer Feedback | - Feedback management process - Using feedback for service improvement - Purpose and objectives of feedback management |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which statement BEST captures the boundary between Experience Management and traditional service performance management?
- A. Experience Management replaces the need for operational performance reporting
- B. Experience Management focuses on structured improvement of customer experience through ambitions, outcomes, and indicators aligned to business goals, rather than performance metrics alone
- C. Experience Management applies only after services have been delivered
- D. Experience Management measures experience independently of organisational objectives
Correct Answer: B 🗳️
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What should analysts do to reduce inbound Service Desk interactions?
- A. Keep customers informed of incident or service request record status changes
- B. Ask customers to seek technical assistance from their colleagues before making contact
- C. Ensure that incidents reported at the Service Desk are recorded
- D. Inform customers to make contact only in an emergency
Correct Answer: A 🗳️
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Which of the following statements describing why DEIB is important in a Service Desk is TRUE?
1. Creates a workplace where everyone feels safe, empowered, and motivated
2. Reflects and serves a diverse customer base more effectively
- A. 1 only
- B. 2 only
- C. None of the above
- D. Both 1 and 2
Correct Answer: D 🗳️
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Which skill would a Service Desk analyst be demonstrating when using deductive reasoning?
- A. Call management skills
- B. Non-verbal communication skills
- C. Active listening skills
- D. Problem-solving skills
Correct Answer: D 🗳️
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Which of these are the responsibilities of the Service Desk in information security management?
1. Password resets
2. Updating a Service Level Agreement
3. Confirming the identity of customers
4. Issuing official warnings to customers suspected of security breaches
- A. 1 and 3
- B. 2 and 4
- C. 2 and 3
- D. 1 and 2
Correct Answer: A 🗳️
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