SDI Service Desk Analyst Qualification Set 5

1.

Matching the users communication style is important because

It increases comprehension, understanding and first contact resolution It increases comprehension, understanding and customer satisfaction levels It increases comprehension, understanding and reduces call duration It increases comprehension, understanding and reduces call volumes

2.

What is the best definition of a Problem?

Another word for an Incident Something that causes management concern A Major Incident A cause of one or more Incidents

3.

Your organisation is a global one and you support users in different parts of the world. Which statement best describes how you should interact with these users?

You should reassign any calls you receive from other regions to other team members You should provide regular examples that demonstrate how different your cultures are You should understand the perspective of others andrecognise your reactions todifferent cultures You should reinforce your values and approaches when dealing with other cultures

4.

Which option best describes the benefits of professionally managing a call?

It increases the problem resolution rate and the level of customer satisfaction It increases the confidence of the SDA and the level of customer satisfaction It increases the average call duration and establishes credibility for the Service Desk Itoptimises talk time and reduces the volume of calls handled

5.

Active listening is a good practice because

It helps you to deliver on your SLA targets It can positively increase your average call duration time It shows that you are deferring to the caller It will improve the accuracy of your call logging

6.

Which of these options is NOT considered to be proper Short Message Service (SMS) and Instant Messaging (IM) etiquette?

Writing clear and concise messages Avoiding the use of punctuation and single word phrases Taking time to review your message before sending Avoiding the use of abbreviations and emoticons

7.

Which of the options best describes primary components of a desktop or laptop system

A processor (CPU), memory, a modem and a hard drive An operating system, application software and memory An external hard drive, a keyboard and a mouse A keyboard, memory and email software

8.

Which of these options best describes IT Service Continuity Management?

Managing risks to avoid disasters Planning to provide minimum services after a disaster Managing disasters with minimum costs Taking risks to ensure that service is delivered at all cost

9.

How would you characterise a failing team?

It is solelyfocussed on business objectives Its members are very touchy feely It is managed without SLAs Its members demonstrate low morale

10.

Which of the options best describes why confidentiality is important?

It protects the Service Desk Analyst from any embarrassment It protects the user and company from information abuse It protects the user and company from cold calling It protects identity information

SDI Service Desk Analyst Qualification Set 5

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SDI Service Desk Analyst Qualification Set 5

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