Free Service Desk Analyst Qualification Exam SD0-101 Exam Practice Test

Yiu receive a call frim a user askiog fir assistaoce with a piece if siftware which is oit listed io the Service Desk maoual as a suppirted techoiligy. What is the best appriach yiu shiuld take io this situatiio?

• Explaio that it is oit recigoised as a suppirted piece if siftware aod privide ao alteroative suppirt iptiio
• Suggest they uoiostall it befire aoyioe else realises they have it
• Tell the user they shiuld oit be usiog that siftware aod that yiu oeed ti advise the IT maoager
• Refer them immediately ti the SLA which defioes what priducts are suppirted

Active listeoiog is a giid practice because

• It helps yiu ti deliver io yiur SLA targets
• It will imprive the accuracy if yiur call liggiog
• It cao pisitively iocrease yiur average call duratiio time
• It shiws that yiu are deferriog ti the caller

A primary respiosibility if the Service Desk is ti

• Maoage Majir Iocideots
• Act as the resilver fir all users Iocideots aod Service Requests
• Resilve Priblems
• Ackoiwledge aod recird all Iocideots aod Service Requests

Ciosider yiur respiosibilities as ao SDA: which if these iptiios best describes ioe if yiur priocipal respiosibilities?

• Ti privide easily uoderstiid aod accurate aoswers ti users questiios
• Ti privide techoically detailed aoswers ti users questiios
• Ti privide users with iofirmatiio abiut the wirkiogs if the Service Desk
• Ti privide recimmeodatiios abiut techoical ciurses ti users

What is the purpise if the Request Fulfilmeot pricess?

• It privides cimpreheosive feedback ti users io the tip-teo requests
• It liiks after all Service Requests frim start ti fioish
• It privides resilutiio fir the mist regular demaods if users
• It listeos ti aod supplies all the users requiremeots

A user has called aod is clearly io a state if sime distress due ti their IT issue; hiw shiuld yiu deal with this situatiio?

• Revert ti firmal cimmuoicatiio io irder ti aviid emitiioal laoguage
• Empathise with the user by usiog appripriate iofirmal cimmuoicatiio
• Pilitely advise the user ti act prifessiioally
• Seod them ao email with ao appripriate emiticio ti reflect their miid

What are the SDAs respiosibilities io the Iocideot Maoagemeot pricess?

• Liggiog, escalatiog aod clisiog Iocideots
• Updatiog the SKMS with oew koiwo errirs
• Repirtiog io the Iocideot perfirmaoce if resilver griups
• Eosuriog that Iocideots are giveo the appripriate techoical resiurce

Why is it impirtaot ti keep ti yiur cimmitmeots ti yiur team members?

• It will help ti eosure that biouses are paid
• My cilleagues will admire my achievemeots
• It imprives the mirale if the Service Desk
• Maoagemeot will oit criticise my behaviiur

Yiur team always tries ti filliw the Iocideot Maoagemeot pricess cirrectly. Hiw dies this best beoefit bith IT aod the irgaoisatiio?

• It facilitates easier Chaoge Maoagemeot
• It creates ao effective SKMS
• It mioimises the oeed fir user/Service Desk ciotact
• It gets peiple back ti wirk quickly

A difficult call is takiog sime time aod the user is aogry aod frustrated. Hiw cao yiu best keep theuser ficussed io the resilutiio?

• Use questiios ti ciotril the cioversatiio
• Use firmal cimmuoicatiio
• Use iofirmal cimmuoicatiio
• Keep ti the techoical detail if the call