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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Quality Assurance Programme | - Service desk metrics - Quality assurance practices - Customer satisfaction surveys - Quality assurance activities |
| Topic 2: Resilience | - Emotional resilience - Recognising signs of stress - Managing workplace pressure |
| Topic 3: Problem-Solving | - Critical thinking - Inductive and deductive reasoning - Creative problem-solving - Problem-solving techniques |
| Topic 4: Support Methods | - Remote support - Support delivery methods - Self-service |
| Topic 5: IT Service Management | - Service request management - Knowledge management - Incident management - Information security management - Problem management |
| Topic 6: Relationship Management | - Cultural awareness - Collaboration and teamwork - Customer relationships |
| Topic 7: Effective Communication Skills and Competencies | - Adapting communication to different customers - Active listening - Verbal and non-verbal communication - Formal and informal communication |
| Topic 8: Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| Topic 9: Effective Rapport and Conflict Management Skills | - Conflict management - Negotiation - Emotional intelligence - Building rapport |
| Topic 10: Managing Practices, Processes and Procedures | - Documentation - Interaction handling - Structured practices and procedures |
| Topic 11: AI and Automation | - Benefits and challenges of AI and automation - AI in service management - Automation in service management |
| Topic 12: Managing Customer Feedback | - Feedback management components - Purpose and objectives of feedback management - Using feedback for service improvement |
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. Interaction management
B. Conflict Management
C. Negotiation
D. De-escalation
Question #2
What can a Service Desk manager use to manage staffing levels?
A. The results of an ongoing survey
B. Service Desk metrics analysis
C. Service level agreement targets
D. Customer satisfaction statistics
Question #3
Which of the following statements describing why DEIB is important in a Service Desk is TRUE?
1. Creates a workplace where everyone feels safe, empowered, and motivated
2. Reflects and serves a diverse customer base more effectively
A. Both 1 and 2
B. 1 only
C. None of the above
D. 2 only
Question #4
Which option BEST explains the difference between Customer Experience (CX), Service Level Agreements (SLAs), and Service Quality?
A. CX measures technical performance, SLAs describe customer emotions, and Service Quality replaces the need for targets
B. Service Quality and CX are the same, while SLAs exist only for reporting purposes
C. SLAs define customer experience, CX measures compliance, and Service Quality applies only to internal teams
D. CX reflects how customers feel about their interactions before, during, and after support: SLAs define agreed performance targets: Service Quality describes how consistently services are delivered against defined standards
Question #5
Which of the following statements about why Continual Improvement is important and what it does is INCORRECT?
A. Continual Improvement is important because it helps align services and practices with changing business needs
B. Continual Improvement does this by resolving incidents as quickly as possible when they occur
C. Continual Improvement does this by continually improving products, services, and practices over time
D. Continual Improvement is important because it enhances service quality, efficiency, and business alignment
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: B | Question #3 Correct Answer: A | Question #4 Correct Answer: D | Question #5 Correct Answer: B |
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