Peoplecert SDA - Service Desk Analyst v9

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

SDA Free Demo download

About Peoplecert SDA Exam

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Peoplecert SDA Exam Syllabus Topics:

Section	Objectives
Topic 1: Problem-Solving	- Critical thinking - Inductive and deductive reasoning - Problem-solving techniques - Creative approaches to problem-solving
Topic 2: Support Channels	- Support delivery methods - Remote support - Self-service
Topic 3: Relationship Management	- Building relationships with customers and colleagues - Cultural awareness - Collaboration and teamwork
Topic 4: Quality Assurance	- Quality assurance practices - Quality assurance activities - Customer satisfaction surveys - Service desk metrics
Topic 5: Managing Practices, Processes and Procedures	- Documentation quality and consistency - Interaction handling - Structured practices and procedures
Topic 6: Communication Skills	- Formal and informal communication - Verbal and non-verbal communication - Active listening - Adapting communication to different people
Topic 7: Roles and Responsibilities	- Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour - Personal and team standards
Topic 8: Managing Customer Feedback	- Purpose and objectives of feedback management - Using feedback for service improvement - Feedback management process
Topic 9: Resilience	- Emotional resilience - Positive and negative signs of stress - Managing workplace pressure
Topic 10: IT Service Management	- Problem management - Service request management - Incident management - Information security management - Knowledge management
Topic 11: AI and Automation	- Benefits of AI and automation - AI in service management - Challenges and considerations - Automation in service management
Topic 12: Rapport and Conflict Management	- Emotional intelligence - Negotiation - Building rapport with customers and colleagues - Conflict management

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

How would an SDA benefit from using a 'Super Channel' for support?

A. Increased workload
B. Real-time updates
C. Reduced collaboration
D. Limited Subject Matter Expert access

Reveal Solution Discussion 0

Correct Answer: B 🗳️