SDI Service Desk Analyst Qualification Set 1

Automated dial-up ✘ Autonomous agent ✘ Anti-virus software ✘ Password locking ✔

Communicating a valid reason for putting the user on hold ✘ Giving the user a reasonable time frame ✘ Regularly updating the user about the wait-time ✘ Asking the user for permission to remotely access their system ✔

The caller starts speaking more slowly and quietly ✘ The caller indicates that theydont understand Service Desk processes ✘ The caller says that they need to hang up to go to a meeting ✘ The caller indicates that their issue must be resolved quickly ✔

It delivers a metric-focussed service ✘ It helps to provide a fast turnaround for Incidents ✘ It reduces the cost of the IT infrastructure by 30% ✘ It protects management from staff errors ✔

Ongoing surveys are carried out for general information whilst periodic surveys aim to get more specific
Incident-based data ✘ Ongoing surveys are carried out on every call whilst periodic surveys are run monthly ✘ Ongoing surveys are carried out after Incidents whilst periodic surveys are run on a regular or annualbasis ✘ Ongoing surveys are carried out over an extended time whilst periodic surveys are limited to specificevents ✔

Inappropriate SLAs in place ✘ Noise and general chatter ✘ The users status in theorganisation ✘ An unreliable IT infrastructure ✔

To get users back to work within IT priorities ✘ To get users back to work according to agreed processes ✘ To get users back to work quickly ✘ To get users back to work within SLAs ✔

It ensures that all calls from VIPs are given priority treatment ✘ It ensures that service is restored as quickly as possible ✘ It measures the impact of availability and service quality ✘ It ensures that all calls will be handled in order of receipt ✔

CTI ✘ Agent tracking ✘ Voicemail ✘ Conference calling ✔

Acting on intuition or impulse ✘ Understanding the customer as a human being ✘ Identifying known errors for the Service Knowledge Management System ✘ Knowing when to take responsibility ✔