Exam Name: Service Desk Analyst v9
Certification Provider: Peoplecert
Corresponding Certification: SDI Qualifications
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: AI and Automation | - Challenges and considerations - Automation in service management - Benefits of AI and automation - AI in service management |
| Topic 2: Support Channels | - Support delivery methods - Self-service - Remote support |
| Topic 3: Problem-Solving | - Problem-solving techniques - Creative approaches to problem-solving - Critical thinking - Inductive and deductive reasoning |
| Topic 4: IT Service Management | - Information security management - Incident management - Problem management - Knowledge management - Service request management |
| Topic 5: Quality Assurance | - Service desk metrics - Quality assurance activities - Customer satisfaction surveys - Quality assurance practices |
| Topic 6: Communication Skills | - Adapting communication to different people - Formal and informal communication - Active listening - Verbal and non-verbal communication |
| Topic 7: Managing Customer Feedback | - Purpose and objectives of feedback management - Using feedback for service improvement - Feedback management process |
| Topic 8: Relationship Management | - Collaboration and teamwork - Cultural awareness - Building relationships with customers and colleagues |
| Topic 9: Resilience | - Positive and negative signs of stress - Emotional resilience - Managing workplace pressure |
| Topic 10: Roles and Responsibilities | - Service excellence and professional behaviour - Personal and team standards - Service Desk Analyst roles and responsibilities |
| Topic 11: Managing Practices, Processes and Procedures | - Documentation quality and consistency - Structured practices and procedures - Interaction handling |
| Topic 12: Rapport and Conflict Management | - Emotional intelligence - Negotiation - Building rapport with customers and colleagues - Conflict management |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which skill would a Service Desk analyst be demonstrating when using deductive reasoning?
- A. Call management skills
- B. Non-verbal communication skills
- C. Active listening skills
- D. Problem-solving skills
Correct Answer: D 🗳️
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 🗳️
Explanation: Only visible for 2Pass4sure members. You can sign-up / login (it's free).
'Technology by which a process or procedure is performed with minimal human interaction' is known as what?
- A. AI
- B. Self-Logging
- C. Self-Service
- D. Automation
Correct Answer: D 🗳️
Explanation: Only visible for 2Pass4sure members. You can sign-up / login (it's free).
What is the final step in the troubleshooting model?
- A. Communicate the resolution (or next steps) to the customer
- B. Continual Improvement
- C. Analyse the information
- D. Utilise the relevant troubleshooting technique
Correct Answer: A 🗳️
Explanation: Only visible for 2Pass4sure members. You can sign-up / login (it's free).
Which of the following is NOT a principle of good verbal communication?
- A. Repeating for verification
- B. Avoiding verbal tics
- C. Expressing empathy appropriately
- D. Speaking concisely
Correct Answer: A 🗳️
Explanation: Only visible for 2Pass4sure members. You can sign-up / login (it's free).
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