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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| AI and Automation | - AI in service management - Benefits of AI and automation - Challenges and considerations - Automation in service management |
| IT Service Management | - Incident management - Information security management - Service request management - Problem management - Knowledge management |
| Problem-Solving | - Critical thinking - Creative approaches to problem-solving - Problem-solving techniques - Inductive and deductive reasoning |
| Support Channels | - Self-service - Remote support - Support delivery methods |
| Managing Customer Feedback | - Purpose and objectives of feedback management - Using feedback for service improvement - Feedback management process |
| Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities - Personal and team standards |
| Communication Skills | - Active listening - Formal and informal communication - Verbal and non-verbal communication - Adapting communication to different people |
| Relationship Management | - Collaboration and teamwork - Building relationships with customers and colleagues - Cultural awareness |
| Resilience | - Managing workplace pressure - Emotional resilience - Positive and negative signs of stress |
| Rapport and Conflict Management | - Emotional intelligence - Negotiation - Conflict management - Building rapport with customers and colleagues |
| Quality Assurance | - Service desk metrics - Customer satisfaction surveys - Quality assurance activities - Quality assurance practices |
| Managing Practices, Processes and Procedures | - Structured practices and procedures - Interaction handling - Documentation quality and consistency |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which technique would an analyst use to establish effective relationships with customers?
- A. Avoid answering customers questions in full
- B. Use technical language when communicating with all customers
- C. Maintaining a positive attitude
- D. Demonstrate little understanding of customers business activities
Correct Answer: C 🗳️
Explanation: Only visible for TestkingPDF members. You can sign-up / login (it's free).
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 2
- B. 2 and 4
- C. 2 and 3
- D. 1 and 3
Correct Answer: D 🗳️
Explanation: Only visible for TestkingPDF members. You can sign-up / login (it's free).
What is the final step in the troubleshooting model?
- A. Communicate the resolution (or next steps) to the customer
- B. Analyse the information
- C. Continual Improvement
- D. Utilise the relevant troubleshooting technique
Correct Answer: A 🗳️
Explanation: Only visible for TestkingPDF members. You can sign-up / login (it's free).
Which of these is a responsibility for managing stress in ourselves and colleagues?
- A. Be reactive in managing stress in ourselves and colleagues
- B. Maintain a healthy work-life balance
- C. Offer support to colleagues and alert management
- D. Don't burden your colleagues with your concerns
Correct Answer: C 🗳️
Explanation: Only visible for TestkingPDF members. You can sign-up / login (it's free).
Which activity should you AVOID when interacting with a customer?
- A. Attempting to resolve their issue using remote support
- B. Placing them on hold briefly whilst you consult a colleague
- C. Asking for information that has already been provided
- D. Paraphrasing their explanation of the issue for clarity
Correct Answer: C 🗳️
Explanation: Only visible for TestkingPDF members. You can sign-up / login (it's free).
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