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Peoplecert SDA Exam Syllabus Topics:

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

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1

Which technique would an analyst use to establish effective relationships with customers?

A. Demonstrate little understanding of customers business activities
B. Maintaining a positive attitude
C. Avoid answering customers questions in full
D. Use technical language when communicating with all customers

Reveal Solution Discussion 0

Correct Answer: B 🗳️