SDI Service Desk Analyst Qualification Set 2

1.

What are the benefits of conveying empathy to users?

It makes the user think that you understand how they feel and that you havethe technical skill to resolve their issue It makes the user think that you know how they feel and creates a rapport It creates a rapport and helps the users understand how busy you are It makes the user feel sorry for you and creates a rapport

2.

Which of these options is a benefit of self-service technology?

Removes the need for human support Reduces Problem resolution time Users can log their issues at any time Reduces the number of Incidents and Service Requests

3.

Your organisation has recently implemented SLAs and OLAs. A new starter on your team has confided in you that they dont really understand what an OLA is; how would you explain it to him/her?

It is a methodology used to measure compliance to standards ofbehaviour It is a legally enforceable contract between a user and a supplier to ensureuser satisfaction withservices offered It is an agreement between internal support teams that defines the support necessary tomeet deliveryof IT Services It is an ad-hoc arrangement between internal support teams that is helpful to thesupport of a contract

4.

What is a key advantage for both you and a user when you resolve his/her Incident using remote support?

The SDA can provide real-time training to the user The SDA can showcase his/her technical abilities The users lack of technical skill is less obvious The userdoesnt need to get involved in the resolution

5.

What is the correct procedure for leaving a voice mail?

Leave the user with the message that the service desk tried to call them, give the time and date of the call, advise them that there has been a development with their incident Leave your name and tell the user you will call them back in the next hour or so Leave the date, time and your name, SLA requirements, detailed information regarding the ServiceDesk process for this type of incident and advise them to do nothing until they hear from you again Leave your name, date and time, contact number, incident number, the reason for your call and anyaction required of the user

6.

Which of these options best describes personal accountability?

Behaving and dressing in a distinctive manner Admitting to errors Taking ownership of your teams Incidents and Service Requests Delivering excellent levels of service quality

7.

In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution performance; what else might this data be used for?

To evaluate and adjust staffing levels To measure how long users wait to speak to an SDA To measure the effectiveness of the escalation procedure To indicate levels of customer satisfaction

8.

An SDA has produced a report for a user and although its contents are accurate, it is grammatically incorrect; what impact might there be if it is sent to the user?

The perceived status of the Service Desk will be reduced The content will be clear and easy to understand The data will be able to be easily reused The SDA will have a sense of pride in his/her work

9.

Which of these options forms part of the Problem Management process?

Functional Escalation Trend analysis A Major Incident review A CAB meeting

10.

Which of these options best describes primary reasons for Service Desks logging all user issues?

To provide data to measure customer satisfaction and for other teams to use To provide data to perform root cause analysis andincentivise SDA performance To document the workload of the Service Desk and create a competitive environment To provide an audit trail of user interactions and influence ongoing process improvement

SDI Service Desk Analyst Qualification Set 2

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SDI Service Desk Analyst Qualification Set 2

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