SDI Service Desk Analyst Qualification Set 4

To improve your telephone communications skills, which of these skills should you concentrate on developing?

Which of these options will demonstrate your confidence in your ability to handle a support call?

Informing or involving more senior levels of management to assist in an Escalation is a definition of what?

What should an SDA reasonably expect of users when they contact the service desk for assistance?

You have been on a call with a user for five minutes and you sense they are getting frustrated; what is the most likely reason for this?

During a recent training course on effective telephone skills you learnt about effective call management. Which call management principle must you fulfil to ensure that all the calls you receive are handled in a professional and effective manner?

Which statement best describes methods by which customer satisfaction surveys are distributed?

Which of these options is the best overall definition of stress?

Which option is NOT a type of non-verbal communication?

A new trainee is being inducted into the Service Desk and s/he questions why there are procedures and the need for documentation. What should you tell him/her to justify the need for consistent procedures and processes?