Peoplecert Service Desk Analyst v9 - SDA Exam Questions
QUESTION NO: 1
Which of these describe the role of an SDA in an effective team?
1. Collaborate openly and effectively
2. Encourage a safe and supportive workplace
3. Support during onboarding with buddying and skill development
4. Retaining knowledge and information
Which of these describe the role of an SDA in an effective team?
1. Collaborate openly and effectively
2. Encourage a safe and supportive workplace
3. Support during onboarding with buddying and skill development
4. Retaining knowledge and information
Correct Answer: A
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QUESTION NO: 2
When can conflict arise?
1. Handling frustrated customers
2. Managing tensions within internal teams
3. Managing tensions within departments
4. Communicating priorities and urgency
When can conflict arise?
1. Handling frustrated customers
2. Managing tensions within internal teams
3. Managing tensions within departments
4. Communicating priorities and urgency
Correct Answer: B
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QUESTION NO: 3
What are you demonstrating when you are on the phone and speaking with assurance, using positive language and a positive tone of voice?
What are you demonstrating when you are on the phone and speaking with assurance, using positive language and a positive tone of voice?
Correct Answer: B
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QUESTION NO: 4
Which of these is a responsibility for managing stress in ourselves and colleagues?
Which of these is a responsibility for managing stress in ourselves and colleagues?
Correct Answer: C
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QUESTION NO: 5
Which option describes a disadvantage of self-service technology?
Which option describes a disadvantage of self-service technology?
Correct Answer: D
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QUESTION NO: 6
Which of the following is a barrier to effective communication?
Which of the following is a barrier to effective communication?
Correct Answer: A
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QUESTION NO: 7
What action could an analyst undertake to protect the image of the Service Desk?
What action could an analyst undertake to protect the image of the Service Desk?
Correct Answer: C
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