Peoplecert SDA dump torrent : Service Desk Analyst v9

Exam Code: SDA
Exam Name: Service Desk Analyst v9
Updated: Sep 25, 2026
Q & A: 62 Questions and Answers

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Peoplecert SDA Exam Syllabus Topics:

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

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

'Creating an environment where all individuals feel welcomed, respected, and able to contribute fully' describes which element of DEIB?

A. Diversity
B. Equity
C. Belonging
D. Inclusion

Reveal Solution Discussion 0

Correct Answer: D 🗳️