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| Section | Objectives |
|---|---|
| Business and Organizational Awareness | - Support Organization Integration
|
| Incident and Problem Management | - Support Process Management
|
| Customer Service and Communication | - Customer Interaction Skills
|
| Service Desk Operations | - Operational Effectiveness
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
1. What is unstructured information gathering? (Choose 1)
A) Not using acronyms and speaking at the customer's level.
B) Using open questions to get customers to talk.
C) Asking questions in a free-form manner.
D) Identifying what happened vs. what was expected.
2. If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)
A) Assure the customer that you are competent and can handle their call just as well as your colleague.
B) Tell the customer the analyst is busy on a project, but they can hold on if they like.
C) Advise the customer that speaking to you instead will provide a faster service than if they waited.
D) Tell the customer you will discuss their problem with the analyst they requested later on in the day.
3. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)
A) Notify the software vendor's local office.
B) Notify FAST (Federation Against Software Theft).
C) Notify the department that they are using illegal software.
D) Notify their manager of the suspected violation.
4. What are the three best methods for building rapport among departments within the support organisation? (Choose three)
A) Involvement in Project management.
B) Active Networking.
C) Involvement in cross-functional teams.
D) Participation in company-wide events and initiatives.
5. 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) Is your printer networked?
B) Is your printer LAN connected?
C) What application are you trying to print from?
D) Can anyone else print to the printer?
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: B,C,D | Question # 5 Answer: D |
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