Question 1

Which of these options is NOT a common technology used by the Service Desk?

Options :

A : Automated Call Distribution (ACD)

B : Instant Messaging (IM)

C : Application sizing software

D : Self-help systems

Answer: C

Question 2

What is a VPN?

Options :

A : A public virtual network for safe multi-user access

B : A private virtual network for safe remote user access

C : A public network for safe network access for users

D : A private network for individual virtual users

Answer: B

Question 3

How best might you use silent time during a call?

Options :

A :

By reviewing with the user whats happened with the call so far

B : By clearly identifying whether this is a Service Desk issue

C :

By asking about the users emotional state

D : By describing the detail of the behind-the-scenes support process

Answer: A

Question 4

What is the best way for an SDA to enhance the image of the Service Desk?

Options :

A : Dress to reflect your professionalism

B : Ensure users are aware that the Service Desk is the key component in IT

C : Provide accurate information to users without denigrating other teams

D : Advise users of resolutions via the weekly Service Desk email

Answer: C

Question 5

You are speaking on the phone to a user who is clearly angry. What is the best technique

you should use in this situation?

Options :

A : Offer assistance and prevent them from venting

B : Be respectful and allow them to vent

C : Display empathy and assure them that it was not your fault

D : Use his/her name and agree with everything they say

Answer: B

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