Exam 3: The People Component: Service Desk Roles and Responsibilities

In organizations that do not have a technical support specialist position, level one analysts hand off incidents and service requests they cannot resolve directly to the appropriate level two person or group.

Typically, when hiring people for front-line positions, employers look for people who are highly technical and then teach them customer service and teamwork skills on the job.

Knowledge management is a critical process because the rapid pace of change makes it difficult for companies to provide service desk analysts as much training as the companies or the analysts would like.

Skills people need that are unique to the profession they support, such as accounting skills or banking skills, are referred to as ____ skills.

Once a service desk analyst has developed the required sets of skills, the majority of his/her learning is complete.

Which role would typically have the least amount of interaction with the customer?

A typical service desk supervisor ____.

Completion -One responsibility of a service desk professional is to discourage and report software _______, which is the unauthorized use or reproduction of copyrighted or patented software.

Typically, organizations expect individuals in the technical support arena to have fully developed business skills when they join the workforce. These organizations will then teach them more advanced technical skills.

A set of tools that are used to store, manage, and present information sources, such as customer information, documents, policies, procedures, and incident resolutions are called a ____.

____ is considered a soft skill.

Experience with ITSM and quality management frameworks and standards such as ITIL, are examples of ____ knowledge.

The ____ must ensure that information sources are reusable, technically valid, and conform to knowledge management standards.

Typically, the person who resolves an incident closes the ticket.

At the very least, companies expect people applying for entry-level positions to be computer literate.

The most successful service desk managers always keep their technical skills at a high level.

Generally, dispatchers try to resolve a high percentage of calls.

In most cases, the ideal candidate for a level one analyst position has an extensive knowledge in a single subject area.

The responsibilities of a service desk trainer or training group may include providing one-on-one training, developing and delivering training programs, and looking at statistics to determine training needs of service desk staff.

____ listening is particularly important when interacting with customers over the telephone or via the Web because they cannot see you nodding your head or making eye contact.