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Question No 1

Some things can get in the way of good communication which of these options has the biggest impact on a Service Desk?

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Question No 2

Which option is the best example of a closed question?

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Question No 3

What is the best type of questioning to use to disengage a caller whilst ensuring a professional approach to call management?

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Question No 4

Which of these options is NOT part of the correct procedure for putting a user on hold?

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Asking the user for permission to remotely access their system

Communicating a valid reason for putting the user on hold

Giving the user a reasonable time frame

Regularly updating the user about the wait - time

Question No 5

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?

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It is a legally enforceable contract between a user and a supplier to ensure user satisfaction with services offered

It is an ad - hoc arrangement between internal support teams that is helpful to the support of a contract

It is an agreement between internal support teams that defines the support necessary to meet delivery of IT Services

It is a methodology used to measure compliance to standards of behaviour

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