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?
Some things can get in the way of good communication which of these options has the biggest
impact on a Service Desk?
Which option is the best example of a closed question?
What is the best type of questioning to use to disengage a caller whilst ensuring
a professional approach to call management?
Which of these options is NOT part of the correct procedure for putting a user on hold?
Your organisation has recently implemented SLAs and OLAs. A new starter on your
team has confided in you that they dont really understand what an OLA is; how would
you explain it to him/her?
Which option is a benefit of using Knowledge Management in a Service Desk?
In order to measure its efficiency, a Service Desk routinely measures First
Contact Resolution performance; what else might this data be used for?
Which option best describes one of the roles of an SDA?
Consider your responsibilities as an SDA: which of these options best describes one of
your principal responsibilities?