About Peoplecert Service Desk Analyst v9 : SDA Exam

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Peoplecert SDA Exam Syllabus Topics:

Section	Objectives
Topic 1: Quality Assurance	- Service desk metrics - Customer satisfaction surveys - Quality assurance activities - Quality assurance practices
Topic 2: Resilience	- Positive and negative signs of stress - Emotional resilience - Managing workplace pressure
Topic 3: Managing Practices, Processes and Procedures	- Interaction handling - Structured practices and procedures - Documentation quality and consistency
Topic 4: IT Service Management	- Service request management - Information security management - Knowledge management - Problem management - Incident management
Topic 5: Support Channels	- Remote support - Support delivery methods - Self-service
Topic 6: Communication Skills	- Active listening - Verbal and non-verbal communication - Formal and informal communication - Adapting communication to different people
Topic 7: AI and Automation	- AI in service management - Automation in service management - Challenges and considerations - Benefits of AI and automation
Topic 8: Problem-Solving	- Inductive and deductive reasoning - Creative approaches to problem-solving - Problem-solving techniques - Critical thinking
Topic 9: Relationship Management	- Collaboration and teamwork - Cultural awareness - Building relationships with customers and colleagues
Topic 10: Rapport and Conflict Management	- Building rapport with customers and colleagues - Conflict management - Emotional intelligence - Negotiation
Topic 11: Roles and Responsibilities	- Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour - Personal and team standards
Topic 12: 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

Which of these are common causes of stress in the workplace?
A) Personal life situations
B) Getting a promotion
C) Time management
D) Training and development

A. A, B and D
B. A, C and D
C. A, B and C
D. B, C and D

Reveal Solution Discussion 0

Correct Answer: C 🗳️