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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Effective Rapport and Conflict Management Skills | - Building rapport - Emotional intelligence - Negotiation - Conflict management |
| Problem-Solving | - Inductive and deductive reasoning - Creative problem-solving - Critical thinking - Problem-solving techniques |
| Support Methods | - Support delivery methods - Self-service - Remote support |
| Managing Customer Feedback | - Purpose and objectives of feedback management - Feedback management components - Using feedback for service improvement |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| Quality Assurance Programme | - Customer satisfaction surveys - Service desk metrics - Quality assurance activities - Quality assurance practices |
| AI and Automation | - Automation in service management - Benefits and challenges of AI and automation - AI in service management |
| Effective Communication Skills and Competencies | - Verbal and non-verbal communication - Active listening - Adapting communication to different customers - Formal and informal communication |
| IT Service Management | - Service request management - Information security management - Incident management - Problem management - Knowledge management |
| Managing Practices, Processes and Procedures | - Interaction handling - Structured practices and procedures - Documentation |
| Relationship Management | - Customer relationships - Collaboration and teamwork - Cultural awareness |
| Resilience | - Emotional resilience - Recognising signs of stress - Managing workplace pressure |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which statement BEST captures the intent behind introducing XLAs alongside SLAs?
- A. To replace all existing performance measures
- B. To remove accountability for operational performance
- C. To extend service measurement beyond speed and performance into how services are experienced by users
- D. To prioritise customer feedback over service delivery
Correct Answer: C 🗳️
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Which of these describe the role of an SDA in an effective team?
1. Collaborate openly and effectively
2. Encourage a safe and supportive workplace
3. Support during onboarding with buddying and skill development
4. Retaining knowledge and information
- A. 1, 3 and 4
- B. 2, 3 and 4
- C. 1, 2 and 3
- D. 1, 2 and 4
Correct Answer: C 🗳️
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Which of the following statements about the Service Desk's and Management's roles in Continual Improvement is INCORRECT?
- A. The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights
- B. The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives
- C. Management is responsible for prioritising, approving, and governing Continual Improvement initiatives
- D. Management relies on insights from the Service Desk to make informed Continual Improvement decisions
Correct Answer: B 🗳️
How does smart shifting change where issues are resolved within the support model?
- A. It shifts all incidents directly to specialist technical teams
- B. It moves issue resolution closer to the point of origin by enabling lower-tier support or customers to resolve issues earlier
- C. It removes the need for defined support tiers
- D. It delays resolution until detailed technical analysis is completed
Correct Answer: B 🗳️
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Which statement BEST describes the purpose of a Service Desk mission statement?
- A. Identify the main purpose and role of the Service Desk
- B. To demonstrate that the Service Desk is forward thinking
- C. Align support goals with the organisation's goals
- D. Ensure that all staff understand what the Service Desk aspires to be
Correct Answer: A 🗳️
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