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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Performance & Knowledge Management | 20% | - Metrics & Reporting
|
| Topic 2: Help Desk Service Management | 30% | - Incident and Request Management
|
| Topic 3: Communication & Customer Experience | 25% | - Effective Communication
|
| Topic 4: Problem Solving & Troubleshooting | 25% | - Technical Knowledge Application
|
1. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)
A) Is your printer LAN connected?
B) Is your printer networked?
C) What application are you trying to print from?
D) Can anyone else print to the printer?
2. What are the two key benefits of self help technology? (Choose 2)
A) It allows for longer wrap-up time.
B) It reduces calls in to the help desk.
C) It reduces the need for technical support staff.
D) It educates customers.
3. Which two business needs must be considered when allocating priorities? (Choose two)
A) The impact on the business.
B) The customers location.
C) The customers status.
D) Service level agreement commitments.
4. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)
A) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
B) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
C) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
D) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
5. What are three advantages of performing system backups? (Choose three)
A) It assists the organisation recover following a disaster.
B) It saves time for the organisation.
C) It protects the integrity of data.
D) It provides ease of access to systems.
E) It protects the integrity of files.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B,D | Question # 3 Answer: A,D | Question # 4 Answer: B | Question # 5 Answer: A,C,E |
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