Peoplecert Service Desk Analyst v9 : SDA

  • Exam Code: SDA
  • Exam Name: Service Desk Analyst v9
  • Q & A: 62 Questions and Answers

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Peoplecert SDA Exam Syllabus Topics:

SectionObjectives
Roles and Responsibilities- Personal and team standards
- Service excellence and professional behaviour
- Service Desk Analyst roles and responsibilities
IT Service Management- Service request management
- Knowledge management
- Incident management
- Problem management
- Information security management
Resilience- Positive and negative signs of stress
- Emotional resilience
- Managing workplace pressure
Rapport and Conflict Management- Emotional intelligence
- Conflict management
- Building rapport with customers and colleagues
- Negotiation
Communication Skills- Formal and informal communication
- Verbal and non-verbal communication
- Active listening
- Adapting communication to different people
Quality Assurance- Service desk metrics
- Quality assurance practices
- Customer satisfaction surveys
- Quality assurance activities
Relationship Management- Building relationships with customers and colleagues
- Cultural awareness
- Collaboration and teamwork
Problem-Solving- Problem-solving techniques
- Inductive and deductive reasoning
- Creative approaches to problem-solving
- Critical thinking
AI and Automation- Benefits of AI and automation
- AI in service management
- Challenges and considerations
- Automation in service management
Support Channels- Self-service
- Support delivery methods
- Remote support
Managing Practices, Processes and Procedures- Interaction handling
- Structured practices and procedures
- Documentation quality and consistency
Managing Customer Feedback- Using feedback for service improvement
- Feedback management process
- Purpose and objectives of feedback 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. Reduced collaboration
  • C. Limited Subject Matter Expert access
  • D. Real-time updates
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #2

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 how busy the appropriate resolver group is before escalating
  • D. Understand if the incident can be resolved before lunchtime
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for TorrentVCE members. You can sign-up / login (it's free).

Question #3

Which is a benefit of having a good ITSM tool?

  • A. Customer reliance on the Service Desk
  • B. Automation of all tasks
  • C. Personalised knowledge base
  • D. Integration with other departments
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Explanation: Only visible for TorrentVCE members. You can sign-up / login (it's free).

Question #4

Which of the following is NOT a responsibility of the Service Desk Analyst?

  • A. Documenting customer interactions consistently and accurately
  • B. Maintaining and sharing knowledge of supported products and services
  • C. Accepting that the customer is always right
  • D. Managing the customer experience and customer expectations
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #5

The process of identifying, addressing and resolving disagreements in a constructive manner is the definition of which skill?

  • A. Conflict Management
  • B. Negotiation
  • C. Interaction management
  • D. De-escalation
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for TorrentVCE members. You can sign-up / login (it's free).

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