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Last Updated: Sep 28, 2026
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Relationship Management | - Building relationships with customers and colleagues - Collaboration and teamwork - Cultural awareness |
| Managing Customer Feedback | - Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management process |
| Problem-Solving | - Inductive and deductive reasoning - Creative approaches to problem-solving - Critical thinking - Problem-solving techniques |
| Support Channels | - Support delivery methods - Self-service - Remote support |
| Managing Practices, Processes and Procedures | - Interaction handling - Documentation quality and consistency - Structured practices and procedures |
| Quality Assurance | - Quality assurance activities - Quality assurance practices - Customer satisfaction surveys - Service desk metrics |
| IT Service Management | - Knowledge management - Incident management - Problem management - Information security management - Service request management |
| Resilience | - Emotional resilience - Managing workplace pressure - Positive and negative signs of stress |
| Communication Skills | - Active listening - Verbal and non-verbal communication - Adapting communication to different people - Formal and informal communication |
| AI and Automation | - Automation in service management - Benefits of AI and automation - AI in service management - Challenges and considerations |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour - Personal and team standards |
| Rapport and Conflict Management | - Emotional intelligence - Building rapport with customers and colleagues - Conflict management - Negotiation |
Peoplecert Service Desk Analyst v9 Sample Questions:
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, B and C
- C. B, C and D
- D. A, C and D
Correct Answer: B 🗳️
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Which technique would an analyst use to establish effective relationships with customers?
- A. Use technical language when communicating with all customers
- B. Maintaining a positive attitude
- C. Avoid answering customers questions in full
- D. Demonstrate little understanding of customers business activities
Correct Answer: B 🗳️
Explanation: Only visible for SurePassExams members. You can sign-up / login (it's free).
Which of the following statements describing why DEIB is important in a Service Desk is TRUE?
1. Creates a workplace where everyone feels safe, empowered, and motivated
2. Reflects and serves a diverse customer base more effectively
- A. 1 only
- B. Both 1 and 2
- C. 2 only
- D. None of the above
Correct Answer: B 🗳️
Explanation: Only visible for SurePassExams members. You can sign-up / login (it's free).
Which of the following customer emotions would an analyst need to manage?
1. Impatience
2. Embarrassment
3. Pre-judgement
4. Anger
- A. All of them
- B. 1, 2, and 4
- C. 2, 3, and 4
- D. 1, 3, and 4
Correct Answer: A 🗳️
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What is Natural Language Processing (NLP)?
- A. NLP focuses on enabling machines to interact with humans through language
- B. NLP is focused on the translation of languages
- C. NLP enables computers to understand, interpret, and generate human language
- D. NLP is concerned with analysing numerical data
Correct Answer: C 🗳️
Explanation: Only visible for SurePassExams members. You can sign-up / login (it's free).
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