You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in
the team to change their approach and start using a standard greeting? Explain to them that:
Under what circumstance would it be acceptable to ask a user a series of closed questions?
Which of these options would typically be classified as a Service Request?
If you demonstrate confidence in your work as an SDA, what will be the benefit?
Which of the options best describes primary components of a desktop or laptop system
Which option describes the most important reason for having a process in place for the effective
capture and re-use of useful and relevant knowledge?
Which activity is part of Change Management?
You are on a call which is degenerating into a tirade of abuse from the caller; how do you react
and deal with this?
Which of these options is a commonly used peripheral device?
Which of these options is the best definition of paraphrasing?
Your manager has told you that the Service Desk team must provide excellent customer service at all times. As an SDA, what is the most important thing you must do to ensure that this happens?
Which option is a benefit of using Knowledge Management in a Service Desk?
How would you best describe a server to a user?
Which option is the best technique to use when speaking with someone from a different culture
or who has difficulty communicating in your language?
Which of these options best describes IT Service Continuity Management?
