When Service Desk Analysts Are Working with Customers, They Should

Multiple Choice

When service desk analysts are working with customers, they should ____.

A) discourage and report inappropriate and wasteful use of computing resources such as use of harassing e-mails and printing large unnecessary reports
B) use technical jargon to ensure there is no confusion in what they are saying and to enable customers to learn more about the technology they use
C) defer to the security group for communication of security practices such as changing passwords, not sharing user IDs, etc.
D) ensure that, if another service desk analyst has made a mistake, that the customers know who made the mistake and when