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.
A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask? (Choose 1)
A. What application are you trying to print from?
B. Can anyone else print to the printer?
C. Is your printer LAN connected?
D. Is your printer networked?
What are three basic components of Computer Telephony Integration? (Choose three)
A. Automatic Call Distributor.
B. Service Level Agreements.
C. Integration Server
D. Interactive Voice Response.
Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)
A. What were the circumstances that led to this situation?
B. Have you ever had this error before?
C. Have you spoken with the systems administrator?
D. What is the error code you see?
How can the help desk be of strategic benefit to the organisation? (Choose one)
A. It increases staff levels.
B. It ensures that customers speak only to the help desk personnel.
C. It is a useful source of information.
D. It ensures rigid adherence to operational policies.
Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem? (Choose 1)
A. System administrator.
B. Knowledge engineer.
C. Database administrator.
D. Quality manager.
Which three common infrastructure components are commonly found in a Help Desk? (Choose three)
A. Public Branch Exchange (PBX).
B. Screen pop.
C. Knowledge management system.
D. Incident logging system.
What are the three best methods for building rapport among departments within the support organisation? (Choose three)
A. Active Networking.
B. Involvement in cross-functional teams.
C. Participation in company-wide events and initiatives.
D. Involvement in Project management.
Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own. What is your next step? (Choose 1)
A. Download the software and prototype with the help desk.
B. Work with IT to implement the software.
C. Trend and analyse the number of password reset requests received at the help desk.
D. Review the software with the customer user group.
What is the best description of a help desk technology infrastructure? (Choose 1)
A. The management structure of information flow, processes, and systems that are controlled by the help desk.
B. The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
C. The basic architecture of a help desk and its systems that determine how it functions.
D. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
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