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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Effective Communication Skills and Competencies | - Formal and informal communication - Adapting communication to different customers - Active listening - Verbal and non-verbal communication |
| Quality Assurance Programme | - Quality assurance practices - Customer satisfaction surveys - Service desk metrics - Quality assurance activities |
| Relationship Management | - Collaboration and teamwork - Cultural awareness - Customer relationships |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Managing Customer Feedback | - Feedback management components - Using feedback for service improvement - Purpose and objectives of feedback management |
| Problem-Solving | - Creative problem-solving - Problem-solving techniques - Critical thinking - Inductive and deductive reasoning |
| Managing Practices, Processes and Procedures | - Interaction handling - Documentation - Structured practices and procedures |
| IT Service Management | - Information security management - Problem management - Service request management - Knowledge management - Incident management |
| Resilience | - Emotional resilience - Recognising signs of stress - Managing workplace pressure |
| Effective Rapport and Conflict Management Skills | - Negotiation - Building rapport - Emotional intelligence - Conflict management |
| Support Methods | - Remote support - Support delivery methods - Self-service |
| AI and Automation | - Benefits and challenges of AI and automation - Automation in service management - AI in service management |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following statements about the Service Desk's and Management's roles in Continual Improvement is INCORRECT?
- A. Management is responsible for prioritising, approving, and governing Continual Improvement initiatives
- B. Management relies on insights from the Service Desk to make informed Continual Improvement decisions
- C. The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives
- D. The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights
Correct Answer: C 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
In which situation would you use functional escalation?
- A. To decide whether a major incident should be declared
- B. When a different level of skill is needed to resolve the incident
- C. When the SLA is about to breach or has been breached
- D. When a customer asks to speak to a manager
Correct Answer: B 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
What is the final step in the troubleshooting model?
- A. Analyse the information
- B. Communicate the resolution (or next steps) to the customer
- C. Continual Improvement
- D. Utilise the relevant troubleshooting technique
Correct Answer: B 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
Which of the following is a barrier to effective communication?
- A. Avoiding the use of slang
- B. Unconscious bias
- C. Attempting to resolve an issue using remote support tools
- D. Speaking clearly and concisely
Correct Answer: B 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
Which of the following statements about closed questions is TRUE?
- A. They are intended to draw more information from customers
- B. They are more difficult to answer
- C. They are intended to obtain specific information
- D. They allow the customer to elaborate
Correct Answer: C 🗳️
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
