What is the best description of multi-tasking? (Choose 1)
A. Starting tasks and handing them to subordinates to complete.
B. Delegating all responsibility along with all tasks.
C. Completing one job before starting the next one.
D. Being capable of handling a variety of problems at the same time.
What is a purpose of self-help technology? (Choose 1)
A. To help make best use of available staff.
B. To encourage a higher call volume.
C. To help build rapport between support staff and customers.
D. To maintain customers reliance on the help desk.
What are three advantages of performing system backups? (Choose three)
A. It protects the integrity of data.
B. It saves time for the organisation.
C. It assists the organisation recover following a disaster.
D. It protects the integrity of files.
E. It provides ease of access to systems.
Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)
A. Deductive reasoning.
B. Creative thinking.
C. Critical thinking.
D. Inductive reasoning.
What are three tasks associated with designing the technical help desk infrastructure? (Choose three)
A. Estimating the number of expected calls.
B. Installing a knowledge database.
C. Designing a flow chart of required components.
D. Estimating the number of required help desk personnel.
You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)
A. Tell the customer you will send him a user manual.
B. Ask the customer if there is someone else who speaks your language more fluently who could assist.
C. Ask the customer to email you instead.
D. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
What is the first step of the incident management process? (Choose 1)
A. Drive problem acceptance.
B. Receive customer request.
C. Communicate completion.
D. Acknowledge and set expectations.
What are two disadvantages of self-help technology? (Choose two)
A. There can be a loss of personalised service.
B. It requires regular maintenance.
C. It does not fully utilise support resources.
D. It decreases customer dependency on the help desk.
Which three actions should be taken when implementing a change? (Choose three)
A. Designing a change around existing staff capabilities.
B. Testing the change in a controlled environment.
C. Identification of potential risks.
D. Seeking buy-in from stakeholders.
An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)
A. I am sorry, but my supervisor does not handle these situations, I can assist you.
B. It would be easier to resolve this call if you calm down.
C. I am sorry, but my manager is not available at the moment. May I get her to call you back?
D. I appreciate your frustration with this; I have experienced this same problem many times.
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