Service Desk Analyst v9: SDA Exam
"Service Desk Analyst v9", also known as SDA exam, is a Peoplecert Certification. With the complete collection of questions and answers, PrepPDF has assembled to take you through 62 Q&As to your SDA Exam preparation. In the SDA exam resources, you will cover every field and category in SDI Qualifications Certification helping to ready you for your successful Peoplecert Certification.
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- Exam Code: SDA
- Exam Name: Service Desk Analyst v9
- Certification Provider: Peoplecert
- Corresponding Certification: SDI Qualifications
- Updated: Sep 18, 2026
- No. of Questions: 62 Questions & Answers with Testing Engine
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Managing Customer Feedback | - Feedback management components - Purpose and objectives of feedback management - Using feedback for service improvement |
| Topic 2: Managing Practices, Processes and Procedures | - Documentation - Interaction handling - Structured practices and procedures |
| Topic 3: Effective Communication Skills and Competencies | - Adapting communication to different customers - Active listening - Formal and informal communication - Verbal and non-verbal communication |
| Topic 4: Support Methods | - Remote support - Support delivery methods - Self-service |
| Topic 5: IT Service Management | - Problem management - Information security management - Service request management - Knowledge management - Incident management |
| Topic 6: Quality Assurance Programme | - Service desk metrics - Customer satisfaction surveys - Quality assurance practices - Quality assurance activities |
| Topic 7: Problem-Solving | - Problem-solving techniques - Creative problem-solving - Critical thinking - Inductive and deductive reasoning |
| Topic 8: Resilience | - Recognising signs of stress - Managing workplace pressure - Emotional resilience |
| Topic 9: Relationship Management | - Customer relationships - Collaboration and teamwork - Cultural awareness |
| Topic 10: AI and Automation | - Automation in service management - AI in service management - Benefits and challenges of AI and automation |
| Topic 11: Effective Rapport and Conflict Management Skills | - Building rapport - Emotional intelligence - Negotiation - Conflict management |
| Topic 12: Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
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