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| Section | Objectives |
|---|---|
| Customer Service and Support Skills | - Communication skills
|
| Service Desk Operations | - Workflow and prioritization
|
| Incident Management and Troubleshooting | - Problem-solving techniques
|
| IT Service Management Fundamentals | - ITIL concepts overview
|
What is a common method used to analyse measurements? (Choose 1)
Correct Answer: D 🗳️
Which is the best example of a problem statement? (Choose 1)
Correct Answer: C 🗳️
What are the two most important points to remember in order to manage a call successfully? (Choose two)
Correct Answer: A,C 🗳️
Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)
Correct Answer: A 🗳️
When communicating with a customer, it is best to avoid _____. (Choose two)
Correct Answer: B,D 🗳️
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HDI Qualified Customer Support Specialist
HDI qualified help desk analyst(hda)
Help Desk Manager
Help Desk Analyst (HDA)
SDI-Service Desk Foundation Qualification
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HDI Service Desk Manager (SDM)
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