SDA SDI V8 2

Which statement does NOT describe the role of the Service Desk Analyst?

• Act as the voice of the customer to the IT organization

• Consistently deliver a quality customer experience

• Resolve incidents that are raised to the service desk

• Professionally represent the IT organization to the customer

Which behavior is an example of active listening?

• Using facial expressions

• Using open and closed questions

• Speak clearly and concisely

• Paraphrasing for clarification

Identify the missing word in the following sentence:

The purpose of incident management is to {?} the negative impact of incidents by restoring normal service operation as quickly as possible.

• Maximize

• Communicate

• Tolerate

• Minimize

Which of the following is NOT a recommended method for maintaining knowledge of industry best practice?

• Attending courses, seminars and industry events

• Subscribing to industry related publications

• Completing as many industry related qualifications as possible

• Joining and participating in industry related groups

Why is it important for an analyst to demonstrate confidence?

• To handle multiple incidents simultaneously

• To prioritize goals and set expectations

• To make customers feel comfortable and secure

• To demonstrate their skill, knowledge and training

Which of these identifies when an incident has occurred and initiates corrective action to restore a system to a functioning state, without human interaction?

• Call logging software

• Remote support technology

• Self-help technology

• A self-healing tool

What must you do to be professional when using social media tools?

• Send frequent repeat messages

• Use the full range of tools available

• Follow the organization's strategy for engaging with its market

• Use the same style of writing for all social media sites

Why is it important for an analyst to be emotional resilient?

• The analyst will be able to take on more responsibility in the short-term

• The analyst will be more productive than less resilient analysts

• The analyst won't suffer from stress and anxiety

• The analyst will adapt to adversity without any long-term impact

Which of the following statements explains the purpose of the service desk?

• To be the single point of contact (SPOC) to the business for any issue

• To offer support when customers cannot contact other IT staff

• To serve as the entry point and on-going single point of contact (SPOC) for all IT support related interactions

• To be a single point of contact (SPOC) for simple IT incidents only

How would having a good service attitude impact the service desk?

• Fewer issues would be reported

• It would cost less to run

• Service Level Agreements would be easier to monitor

• It would create a positive perception of the service desk