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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Problem-Solving | - Problem-solving techniques - Critical thinking - Creative approaches to problem-solving - Inductive and deductive reasoning |
| Support Channels | - Self-service - Support delivery methods - Remote support |
| Rapport and Conflict Management | - Emotional intelligence - Building rapport with customers and colleagues - Negotiation - Conflict management |
| IT Service Management | - Service request management - Problem management - Knowledge management - Information security management - Incident management |
| Resilience | - Positive and negative signs of stress - Emotional resilience - Managing workplace pressure |
| Relationship Management | - Cultural awareness - Building relationships with customers and colleagues - Collaboration and teamwork |
| AI and Automation | - Benefits of AI and automation - Automation in service management - Challenges and considerations - AI in service management |
| Managing Customer Feedback | - Feedback management process - Using feedback for service improvement - Purpose and objectives of feedback management |
| Quality Assurance | - Quality assurance practices - Customer satisfaction surveys - Quality assurance activities - Service desk metrics |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Personal and team standards - Service excellence and professional behaviour |
| Managing Practices, Processes and Procedures | - Interaction handling - Structured practices and procedures - Documentation quality and consistency |
| Communication Skills | - Formal and informal communication - Adapting communication to different people - Active listening - Verbal and non-verbal communication |
Peoplecert Service Desk Analyst v9 Sample Questions:
Question #1
The process of identifying, addressing and resolving disagreements in a constructive manner is the definition of which skill?
A. Negotiation
B. Interaction management
C. De-escalation
D. Conflict Management
Question #2
'Technology by which a process or procedure is performed with minimal human interaction' is known as what?
A. Self-Service
B. Self-Logging
C. AI
D. Automation
Question #3
Which of the following is an effective way to determine the priority of an incident?
A. Understand the number of people affected
B. Understand if the person raising the incident should receive a higher priority
C. Understand if the incident can be resolved before lunchtime
D. Understand how busy the appropriate resolver group is before escalating
Question #4
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
A. 1, 2 and 3
B. 2, 3 and 4
C. 1, 3 and 4
D. 1, 2 and 4
Question #5
What are you demonstrating when you are on the phone and speaking with assurance, using positive language and a positive tone of voice?
A. Assertiveness
B. Confidence
C. Empathy
D. Responsibility
Solutions:
| Question #1 Correct Answer: D | Question #2 Correct Answer: D | Question #3 Correct Answer: A | Question #4 Correct Answer: A | Question #5 Correct Answer: B |
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