Exam 1: Introduction to Service Desk Concepts

The technical support services that a company delivers vary according to company size, company goals, and customer expectations.

Good customer service means giving customers everything they ask for, whenever they ask for it.

____ is the total amount that a company or person spends on information technology over its lifetime.

Ethics provide guidance about what is considered right and wrong behavior.

One of the uses of remote control and diagnostic systems by the service desk is to provide informal training to customers.

Completion -A(n) _______ is a proven way of completing a task to produce a near optimum result.

To be successful on a service desk, you need excellent ____ skills.

A trend that is gaining wider acceptance in the 2010s is the ____ of IT, where consumer preferences drive the adoption of technology in the workplace.

As technical support evolved, companies learned that they had to support not only technology, but also the users of that technology.

Technical support refers to the service desk's ability to resolve incidents at the service desk without escalation to another level of support.