Which is a role of the service desk and support analyst?

• Ensure that service level agreements are in place

• Resolve all problems reported to the service desk

• Deliver a consistent quality of service

• Deliver levels of service in excess of those in the service level agreement

Which is an objective of an organization’s policies?

• To provide clear boundaries that define how we should work

• To provide details of how the organization is structured

• To provide contact details of key personnel

• To provide downloadable templates for grievance issues

What type of service is offered if it meets the targets set out in the service level agreement (SLA) over a period of time?

• Consistent

• Cheap

• Automated

• Strategic

Which behavior would you see when a service desk analyst is taking personal accountability?

• Complaining to their manager

• Passing calls to other analysts

• Admitting errors openly and honestly

• Focusing the customer on resolution of the issue

Which is a basic concept of teamwork?

• Sharing ideas for service improvements

• Behaving in a very competitive manner to outperform your colleagues

• Taking shortcuts to ensure your resolution targets are met

• Mandatory attendance at all team social activities

What are the three types of change?

• Simple, normal, urgent

• Standard, normal, fast

• Standard, important, urgent

• Standard, normal, emergency

Which technique would help you to communicate with customers from other countries ?

• Raise the volume of your speech

• Check understanding more often than usual

• Try to end the call as quickly as possible

• Use slang words to sound more friendly

Which action would NOT display emotional intelligence?

• Ignoring emotions to ensure they don’t impair thinking

• Identifying emotions in order to make better decisions

• Adapting behaviour based on your own and another's feelings

• Recognizing the emotions involved to guide your thinking

What is the impact of a language barrier when dealing with a customer issue?

• The customer or the analyst become frustrated

• Issues are resolved more quickly

• Customer's satisfaction levels increase

• Changes are more likely to fail

Which is the BEST way to adapt to a customer’s communication style?

• Copy the customer’s tone of voice

• Use the same words as the customer

• Use non-technical terminology

• Always use the same communication style