What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)
A. Agree with everything everyone says.
B. Take exclusive responsibility for projects.
C. Participate in and encourage communication.
D. Demonstrate individual responsibility.
Which are two characteristics of active listeners? (Choose two)
A. They acknowledge the customer.
B. They restate/paraphrase to ensure understanding.
C. They understand that evidence and reasoning are critical.
D. They know the process for escalating a problem.
What are the two most important characteristics of successful teams? (Choose 2)
A. They are given challenges to meet and are rewarded effectively.
B. They always make all decisions together.
C. They have individual responsibilities to which they work exclusively.
D. There are many different personalities and skills.
Which two of the following enables a help desk to provide consistent service? (Choose two)
A. Service levels are based on impact to the business.
B. Problems are assigned to the most knowledgeable person available.
C. Priorities are assigned consistently.
D. Everyone gets the same level of service.
Which two business needs must be considered when allocating priorities? (Choose two)
A. Service level agreement commitments.
B. The customers status.
C. The impact on the business.
D. The customers location.
You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact. What is the best action to take next? (Choose 1)
A. Explain to the customer what will happen next.
B. Close the call.
C. Develop a multi-functional team to address the situation.
D. Ask your team colleagues to concentrate on this problem with you.
What are two key reasons that can cause a team to fail? (Choose two)
A. The team is cross-functional.
B. The team lacks management support.
C. The team has clear objectives.
D. The team has multiple locations.
E. The team has insufficient time allocated for team activities.
What two should be included in a disaster recovery (service continuity) plan? (Choose two)
A. Monthly statistics.
B. Approval from Health and Safety.
C. Personnel identification and training.
D. A process to activate the plan.
E. Finance details.
As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)
A. Effective highlighting of individual shortcomings.
B. Effective demands for respect for your expertise.
C. Effective meeting management.
D. Effective discouragement of humour.
E. Effective facilitation.
What is unstructured information gathering? (Choose 1)
A. Asking questions in a free-form manner.
B. Not using acronyms and speaking at the customer's level.
C. Identifying what happened vs. what was expected.
D. Using open questions to get customers to talk.
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