HDI-SDI-Service Desk Foundation Qualification -QQ0-401 Set 3

Recording all Incidents enables the Service Desk to be proactive. ✘ Recording all Incidents demonstrates the effectiveness of the Service Desk. ✘ Recording all Incidents establishes service levels. ✘ Recording all Incidents saves the Service Desk money. ✔

Define the scope of the services provided. ✘ Enforce the consistency of the workplace culture. ✘ Ensure that the customer receives consistent service. ✘ Prevent customers from asking for special treatment. ✔

Ensure that the customer complies with the SLA. ✘ Manage the customer expectations. ✘ Pass all customer inquiries to level 2 support. ✘ Resolve all customer Incidents without escalation. ✔

Escalate issues to other departments. ✘ Provide services in accordance with the SLA. ✘ Provide desk-side support. ✘ Send customers call documentation. ✔

A problem is an Incident that exceeds SLA requirements. ✘ A problem is an Incident that occurs several times. ✘ A problem is an Incident that requires multiple resources to resolve. ✘ A problem is an Incident with more than one solution. ✔

Completing one task at a time. ✘ Finishing all assigned work. ✘ Handling frequent changes. ✘ Working to the instructions set by your supervisor. ✔

Incident monitoring authorises configuration management. ✘ Incident monitoring confirms the accuracy of change management. ✘ Incident monitoring facilitates problem management. ✘ Incident monitoring identifies opportunities for improvement. ✔

Convey a sincere willingness to help the customer. ✘ Recognise that customers may not be technically literate. ✘ Respond to your e-mail while taking customer calls. ✘ Treat customers in the same way they treat you. ✔

Being empathetic allows you to express your feelings. ✘ Being empathetic creates a rapport with the customer. ✘ Being empathetic increases first contact resolution. ✘ Being empathetic permits the customer to vent. ✔

Give the customer your opinion of the second level support team. ✘ Leave an amusing sound bite to make the customer laugh. ✘ Provide the customer with an Incident or call reference number. ✘ Provide the address for the Service Desk Web site. ✔