Exam Name: Service Desk Analyst v9
Certification Provider: Peoplecert
Corresponding Certification: SDI Qualifications
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Instant Download Peoplecert : SDA
Check Updated on: Sep 27, 2026
No. of Questions: 62 Questions & Answers with Exam Engine
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Quality Assurance Programme | - Customer satisfaction surveys - Quality assurance practices - Service desk metrics - Quality assurance activities |
| Relationship Management | - Customer relationships - Cultural awareness - Collaboration and teamwork |
| Support Methods | - Support delivery methods - Self-service - Remote support |
| Effective Communication Skills and Competencies | - Adapting communication to different customers - Active listening - Verbal and non-verbal communication - Formal and informal communication |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Effective Rapport and Conflict Management Skills | - Conflict management - Negotiation - Emotional intelligence - Building rapport |
| Resilience | - Emotional resilience - Managing workplace pressure - Recognising signs of stress |
| IT Service Management | - Knowledge management - Information security management - Service request management - Problem management - Incident management |
| AI and Automation | - Automation in service management - AI in service management - Benefits and challenges of AI and automation |
| Problem-Solving | - Problem-solving techniques - Inductive and deductive reasoning - Creative problem-solving - Critical thinking |
| Managing Practices, Processes and Procedures | - Documentation - Interaction handling - Structured practices and procedures |
| Managing Customer Feedback | - Feedback management components - Purpose and objectives of feedback management - Using feedback for service improvement |
Peoplecert Service Desk Analyst v9 Sample Questions:
What can a Service Desk manager use to manage staffing levels?
- A. Service Desk metrics analysis
- B. The results of an ongoing survey
- C. Service level agreement targets
- D. Customer satisfaction statistics
Correct Answer: A 🗳️
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Which of the following is NOT a characteristic of a good service attitude?
- A. Conveying a willingness to help
- B. Maintaining a positive attitude
- C. Treating customers differently based on perceived importance
- D. Being accountable and responsible for your actions
Correct Answer: C 🗳️
Explanation: Only visible for iPassleader members. You can sign-up / login (it's free).
Which statement BEST captures the intent behind introducing XLAs alongside SLAs?
- A. To extend service measurement beyond speed and performance into how services are experienced by users
- B. To replace all existing performance measures
- C. To remove accountability for operational performance
- D. To prioritise customer feedback over service delivery
Correct Answer: A 🗳️
Explanation: Only visible for iPassleader members. You can sign-up / login (it's free).
Which skill would a Service Desk analyst be demonstrating when using deductive reasoning?
- A. Active listening skills
- B. Problem-solving skills
- C. Non-verbal communication skills
- D. Call management skills
Correct Answer: B 🗳️
Which of the following is NOT an example of how AI can support the Service Desk?
- A. Predictive insights
- B. Continuous learning
- C. Increased manual effort
- D. Faster resolutions
Correct Answer: C 🗳️
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