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Peoplecert SDA Exam Syllabus Topics:

Section	Objectives
Support Methods	- Support delivery methods - Self-service - Remote support
AI and Automation	- AI in service management - Automation in service management - Benefits and challenges of AI and automation
Problem-Solving	- Problem-solving techniques - Critical thinking - Creative problem-solving - Inductive and deductive reasoning
Effective Rapport and Conflict Management Skills	- Negotiation - Conflict management - Building rapport - Emotional intelligence
Quality Assurance Programme	- Customer satisfaction surveys - Service desk metrics - Quality assurance activities - Quality assurance practices
Relationship Management	- Collaboration and teamwork - Customer relationships - Cultural awareness
Managing Customer Feedback	- Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management components
Managing Practices, Processes and Procedures	- Structured practices and procedures - Documentation - Interaction handling
Effective Communication Skills and Competencies	- Verbal and non-verbal communication - Formal and informal communication - Active listening - Adapting communication to different customers
Roles and Responsibilities	- Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour
IT Service Management	- Incident management - Service request management - Knowledge management - Information security management - Problem management
Resilience	- Recognising signs of stress - Emotional resilience - Managing workplace pressure

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

What of the following are elements required for writing professional business communications?
1. Including a copy to your entire team in the communication
2. Writing clearly and concisely
3. Taking the time to proof read the communication
4. Using punctuation correctly

A. 1, 3 and 4
B. 1, 2 and 4
C. 1, 2 and 3
D. 2, 3 and 4

Reveal Solution Discussion 0

Correct Answer: D 🗳️