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Last Updated: Sep 18, 2026
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Peoplecert SDA Practice Q&A's
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Problem-Solving | - Inductive and deductive reasoning - Problem-solving techniques - Creative approaches to problem-solving - Critical thinking |
| Topic 2: Quality Assurance | - Service desk metrics - Quality assurance practices - Customer satisfaction surveys - Quality assurance activities |
| Topic 3: Relationship Management | - Building relationships with customers and colleagues - Cultural awareness - Collaboration and teamwork |
| Topic 4: Managing Customer Feedback | - Using feedback for service improvement - Purpose and objectives of feedback management - Feedback management process |
| Topic 5: Communication Skills | - Active listening - Verbal and non-verbal communication - Formal and informal communication - Adapting communication to different people |
| Topic 6: Rapport and Conflict Management | - Building rapport with customers and colleagues - Conflict management - Emotional intelligence - Negotiation |
| Topic 7: IT Service Management | - Problem management - Service request management - Knowledge management - Incident management - Information security management |
| Topic 8: Resilience | - Positive and negative signs of stress - Managing workplace pressure - Emotional resilience |
| Topic 9: Support Channels | - Support delivery methods - Remote support - Self-service |
| Topic 10: AI and Automation | - AI in service management - Challenges and considerations - Benefits of AI and automation - Automation in service management |
| Topic 11: Managing Practices, Processes and Procedures | - Interaction handling - Documentation quality and consistency - Structured practices and procedures |
| Topic 12: Roles and Responsibilities | - Service excellence and professional behaviour - Personal and team standards - Service Desk Analyst roles and responsibilities |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which is NOT a step in de-escalating an interaction?
- A. Validate the emotion
- B. Offer clear options or next steps
- C. Maintain emotional control
- D. Clarify the situation
Correct Answer: C 🗳️
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The process of identifying, addressing and resolving disagreements in a constructive manner is the definition of which skill?
- A. Negotiation
- B. De-escalation
- C. Conflict Management
- D. Interaction management
Correct Answer: C 🗳️
Explanation: Only visible for PracticeMaterial members. You can sign-up / login (it's free).
How does smart shifting change where issues are resolved within the support model?
- A. It delays resolution until detailed technical analysis is completed
- B. It shifts all incidents directly to specialist technical teams
- C. It moves issue resolution closer to the point of origin by enabling lower-tier support or customers to resolve issues earlier
- D. It removes the need for defined support tiers
Correct Answer: C 🗳️
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Which activity should you AVOID when interacting with a customer?
- A. Paraphrasing their explanation of the issue for clarity
- B. Attempting to resolve their issue using remote support
- C. Asking for information that has already been provided
- D. Placing them on hold briefly whilst you consult a colleague
Correct Answer: C 🗳️
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Which of the following benefits of employee wellbeing in a Service Desk are FALSE?
1. Improved performance and productivity
2. Discourages personal development and engagement
- A. 2 only
- B. Both 1 and 2
- C. 1 only
- D. None of the above
Correct Answer: A 🗳️
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