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SDI Qualifications Service Desk Analyst v9 (SDA)

Service Desk Analyst v9 (SDA)

Last Update Sep 30, 2026
Total Questions : 60

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Questions 2

Which of these is a responsibility for managing stress in ourselves and colleagues?

Options:

A.  

Be reactive in managing stress in ourselves and colleagues

B.  

Don't burden your colleagues with your concerns

C.  

Offer support to colleagues and alert management

D.  

Maintain a healthy work-life balance

Discussion 0
Questions 3

Which of the following would be expected of Service Desk management and leadership?

Options:

A.  

Document customer interactions accurately and consistently

B.  

Represent the Service Desk at strategic and operational levels

C.  

Look at every customer interaction to assess quality

D.  

Respond to positive feedback only

Discussion 0
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Questions 4

Which is NOT a step in de-escalating an interaction?

Options:

A.  

Offer clear options or next steps

B.  

Clarify the situation

C.  

Validate the emotion

D.  

Maintain emotional control

Discussion 0
Questions 5

Which of the following is an important reason for following processes and procedures?

Options:

A.  

It assists with auditing

B.  

It ensures consistent service delivery

C.  

It enables knowledge sharing

D.  

It records and documents incidents

Discussion 0
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