SDI Service Desk Analyst Qualification Set 6

1.

A call comes into the Service Desk and it is not for an IT issue. What should you do?

Log an Incident Route the call to someone who can help them Explain it is not an IT issue and that they need to speak to someone else Try to resolve their issue

2.

Which of these options best describes the requirements for successful negotiation?

Set objective criteria to measure results, determine the underlying need and be prepared to
compromise Acknowledge the benefit of the other persons ideas before enforcing your own Recognise different personality types, emotions and motivations of participants and capitalise on theirweaknesses Get as many of the involved parties to agree to your ideas prior to any meeting

3.

Your have recently been allowed to use Instant Messaging as another form of support for your user- base. What is the key disadvantage of this method of support?

It requires a spellchecker It can become too informal It automatically creates emoticons It does not track activity

4.

How best might you use silent time during a call?

By reviewing with the userwhats happened with the call so far By asking about the users emotional state By clearly identifying whether this is a Service Desk issue By describing the detail of the behind-the-scenes support process

5.

Which process is responsible for ensuring a product, service or process is fit for purpose and that it continues to provide its intended value?

Security Management Quality Assurance Service Level Management Change Management

6.

Which of these options best describes a router?

A device that connects one or more hubs A device that connects one or more network switches A device that connects one or more networks A device that connects sub-networks together

7.

Which option would you NOT expect to find documented in a Service Catalogue?

Definitions of 1st, 2nd and 3rd level support responsibilities Details of the systems supported Links to appropriate support documentation Details of escalation points

8.

It is your first day answering calls on the Service Desk; what is the best way to greet users when answering the phone to give them the confidence that you know what you are doing?

State your name, the company name and ask for the users details, explaining that you are new State your name and company,apologise for your lack of experience and then ask for the users details State your name, the company name and ask how you may help State your name and ask how you may help

9.

Which option best describes a key component of an effective IT Service Continuity Management plan?

InformationTechnologys decisions concerning which users are most important Identification of possible venues for the Service Desk Single point of failure identification and elimination How to manage multiple points of concern

10.

Which of these options is NOT a recognised technique for managing stress?

Participation in a reward and recognition scheme Participation in charity or fund-raising activities Using breathing techniques Undertaking physical exercise

SDI Service Desk Analyst Qualification Set 6

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Congratulations

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SDI Service Desk Analyst Qualification Set 6

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Congratulations

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