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Peoplecert SDA Exam Syllabus Topics:

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

Question #1

What is the final step in the troubleshooting model?

A. Continual Improvement
B. Communicate the resolution (or next steps) to the customer
C. Analyse the information
D. Utilise the relevant troubleshooting technique

Reveal Solution Discussion 0

Correct Answer: B 🗳️