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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Personal and team standards - Service excellence and professional behaviour |
| Topic 2: Relationship Management | - Collaboration and teamwork - Cultural awareness - Building relationships with customers and colleagues |
| Topic 3: Managing Customer Feedback | - Purpose and objectives of feedback management - Feedback management process - Using feedback for service improvement |
| Topic 4: Resilience | - Managing workplace pressure - Positive and negative signs of stress - Emotional resilience |
| Topic 5: Managing Practices, Processes and Procedures | - Documentation quality and consistency - Structured practices and procedures - Interaction handling |
| Topic 6: AI and Automation | - Automation in service management - Challenges and considerations - AI in service management - Benefits of AI and automation |
| Topic 7: Rapport and Conflict Management | - Conflict management - Building rapport with customers and colleagues - Emotional intelligence - Negotiation |
| Topic 8: IT Service Management | - Incident management - Problem management - Service request management - Information security management - Knowledge management |
| Topic 9: Support Channels | - Support delivery methods - Remote support - Self-service |
| Topic 10: Communication Skills | - Verbal and non-verbal communication - Formal and informal communication - Active listening - Adapting communication to different people |
| Topic 11: Problem-Solving | - Inductive and deductive reasoning - Creative approaches to problem-solving - Critical thinking - Problem-solving techniques |
| Topic 12: Quality Assurance | - Customer satisfaction surveys - Quality assurance activities - Quality assurance practices - Service desk metrics |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which statement BEST captures the boundary between Experience Management and traditional service performance management?
- A. Experience Management replaces the need for operational performance reporting
- B. Experience Management focuses on structured improvement of customer experience through ambitions, outcomes, and indicators aligned to business goals, rather than performance metrics alone
- C. Experience Management measures experience independently of organisational objectives
- D. Experience Management applies only after services have been delivered
Correct Answer: B 🗳️
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How would an SDA benefit from using a 'Super Channel' for support?
- A. Reduced collaboration
- B. Real-time updates
- C. Increased workload
- D. Limited Subject Matter Expert access
Correct Answer: B 🗳️
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Which of the following is NOT a principle of good verbal communication?
- A. Avoiding verbal tics
- B. Repeating for verification
- C. Expressing empathy appropriately
- D. Speaking concisely
Correct Answer: B 🗳️
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What is the final step in the troubleshooting model?
- A. Continual Improvement
- B. Analyse the information
- C. Communicate the resolution (or next steps) to the customer
- D. Utilise the relevant troubleshooting technique
Correct Answer: C 🗳️
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Which of the following is an effective way to determine the priority of an incident?
- A. Understand how busy the appropriate resolver group is before escalating
- B. Understand if the person raising the incident should receive a higher priority
- C. Understand the number of people affected
- D. Understand if the incident can be resolved before lunchtime
Correct Answer: C 🗳️
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