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Service Desk Analyst v9 (SDA) Question and Answers

Service Desk Analyst v9 (SDA)

Last Update Oct 12, 2026
Total Questions : 60

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Questions 1

Which of these is a benefit of active listening?

Options:

A.  

Customer satisfaction is guaranteed

B.  

Call time is minimised

C.  

The customer's emotional state doesn't change

D.  

The Service Desk's credibility is established

Discussion 0
Questions 2

What are you demonstrating when you are on the phone and speaking with assurance, using positive language and a positive tone of voice?

Options:

A.  

Empathy

B.  

Assertiveness

C.  

Responsibility

D.  

Confidence

Discussion 0
Questions 3

Which of these are the responsibilities of the Service Desk in information security management?

1. Password resets

2. Updating a Service Level Agreement

3. Confirming the identity of customers

4. Issuing official warnings to customers suspected of security breaches

Options:

A.  

1 and 2

B.  

1 and 3

C.  

2 and 3

D.  

2 and 4

Discussion 0
Questions 4

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

Options:

A.  

Avoid answering customers questions in full

B.  

Use technical language when communicating with all customers

C.  

Demonstrate little understanding of customers business activities

D.  

Maintaining a positive attitude

Discussion 0
Questions 5

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

Options:

A.  

None of the above

B.  

1 only

C.  

2 only

D.  

Both 1 and 2

Discussion 0
Questions 6

Which of the following statements about the Service Desk's and Management’s roles in Continual Improvement is INCORRECT?

Options:

A.  

The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights

B.  

Management is responsible for prioritising, approving, and governing Continual Improvement initiatives

C.  

Management relies on insights from the Service Desk to make informed Continual Improvement decisions

D.  

The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives

Discussion 0
Questions 7

When can conflict arise?

1. Handling frustrated customers

2. Managing tensions within internal teams

3. Managing tensions within departments

4. Communicating priorities and urgency

Options:

A.  

1, 2 and 3

B.  

2, 3 and 4

C.  

1, 3 and 4

D.  

All of the above

Discussion 0
Questions 8

Which of the following is NOT a characteristic of a good service attitude?

Options:

A.  

Being accountable and responsible for your actions

B.  

Maintaining a positive attitude

C.  

Treating customers differently based on perceived importance

D.  

Conveying a willingness to help

Discussion 0
Questions 9

What of the following are elements required for writing professional business communications?

1. Including a copy to your entire team in the communication

2. Writing clearly and concisely

3. Taking the time to proof read the communication

4. Using punctuation correctly

Options:

A.  

1, 2 and 3

B.  

2, 3 and 4

C.  

1, 2 and 4

D.  

1, 3 and 4

Discussion 0
Questions 10

Which of the following is a barrier to effective communication?

Options:

A.  

Unconscious bias

B.  

Attempting to resolve an issue using remote support tools

C.  

Speaking clearly and concisely

D.  

Avoiding the use of slang

Discussion 0
Questions 11

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

Options:

A.  

None of the above

B.  

1 only

C.  

2 only

D.  

Both 1 and 2

Discussion 0
Questions 12

How would an SDA benefit from using a ‘Super Channel’ for support?

Options:

A.  

Reduced collaboration

B.  

Real-time updates

C.  

Limited Subject Matter Expert access

D.  

Increased workload

Discussion 0
Questions 13

Why are Voice of the Customer (VoC) initiatives a necessary element of a CX program?

Options:

A.  

They eliminate the need for perception measurement

B.  

They provide direct customer input that informs understanding of the experience being delivered

C.  

They focus solely on operational efficiency

D.  

They replace experience-focused training

Discussion 0
Questions 14

Which option describes a disadvantage of self-service technology?

Options:

A.  

Customers prefer contact with a human

B.  

It is easy to update

C.  

The service is more personalized

D.  

Allows Service Desk staff to focus on more complex issues

Discussion 0
Questions 15

Which activity should you AVOID when interacting with a customer?

Options:

A.  

Asking for information that has already been provided

B.  

Placing them on hold briefly whilst you consult a colleague

C.  

Attempting to resolve their issue using remote support

D.  

Paraphrasing their explanation of the issue for clarity

Discussion 0
Questions 16

Which option BEST explains the difference between Customer Experience (CX), Service Level Agreements (SLAs), and Service Quality?

Options:

A.  

CX measures technical performance, SLAs describe customer emotions, and Service Quality replaces the need for targets

B.  

SLAs define customer experience, CX measures compliance, and Service Quality applies only to internal teams

C.  

Service Quality and CX are the same, while SLAs exist only for reporting purposes

D.  

CX reflects how customers feel about their interactions before, during, and after support: SLAs define agreed performance targets: Service Quality describes how consistently services are delivered against defined standards

Discussion 0
Questions 17

Which of the following is the CORRECT order for Change Enablement activities?

1. Authorisation of the Change

2. Log and Register the Change Request

3. Coordination and Communication

4. Assess and Evaluate the Change

5. Implement the Change

6. Close the Change Request

7. Review the Change success and objectives

Options:

A.  

2, 1, 3, 4, 5, 6, 7

B.  

2, 4, 1, 3, 5, 7, 6

C.  

1, 2, 3, 4, 5, 6, 7

D.  

1, 3, 2, 5, 7, 6, 4

Discussion 0
Questions 18

Which of the following customer emotions would an analyst need to manage?

1. Impatience

2. Embarrassment

3. Pre-judgement

4. Anger

Options:

A.  

All of them

B.  

1, 2, and 4

C.  

1, 3, and 4

D.  

2, 3, and 4

Discussion 0