Best Service Desk Quiz AU

What is the lowest level of service desk

• Level 0

• Level 1

• Help Desk 1

• External Help

When should a ticket be escalated

• When you get bored of it

• Never, it should be resolved by yourself

• When it requires a higher level of expertise

• When it is under a time constraint

What is a service desk

• A service for people to vent at you

• Manages a range of IT related services

• A single point of contact for a system

• An employees that fixes desks

What is irrelevant when considering escalating a ticket

• A customer's tone

• The complexity of the issue

• The impact on the business

• The time frame expected

Which is a potential consequence of mishandling an angered customer

• Improved customer trust

• Faster problem resolution

• Escalation the customers frustration

• Increased team morale

Which is a problem of frequent ticket escalation

• Higher support costs

• Increased problem resolution

• Improved team collaboration

• Increased customer satisfaction

Who typically authorise the escalation of a ticket

• The customer

• The first-level support

• The team lead

• The CEO

When closing a ticket what must be done

• Clock out

• Update the process handbook

• Documentation

• Let the team lead know

What level is the external service desk

• Level 0

• Level 2

• Level 4

• Level 5

Did you learn anything doing this quiz

• Yes

• Yes again

• Certainly did

• Yes

  (Correct answer here)