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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service & Communication | 25% | - Service principles and best practices - Effective communication techniques - Managing customer expectations - Conflict resolution |
| Topic 2: Technical Knowledge | 15% | - Networking fundamentals - Operating systems basics - Computer hardware components - Software and application support |
| Topic 3: Problem Solving & Troubleshooting | 20% | - Systematic troubleshooting methodology - Solution verification and closure - Root cause analysis basics |
| Topic 4: Incident & Service Request Management | 30% | - Ticket logging and documentation - Incident lifecycle and classification - Prioritization and escalation procedures - Service level agreements (SLAs) |
| Topic 5: Support Center Operations | 10% | - ITSM and HDI standards - Tools and remote support technologies - Metrics and performance reporting |
1. Which three policies assist analysts with managing their time? (Choose three.)
A) Scheduled break times
B) Shift start and end times
C) Average talk time expectations
D) Resolved tickets per day
2. Which metric indicates how long A customer has to wait before talking to an analyst?
A) Average call time
B) Average capture time
C) Average talk time
D) Average speed of answer
3. Which question allows you to determine whether or not your customer is logged on to the network?
A) Can you access e-mail?
B) Are you logged on to the network?
C) Which drives are displayed on your computer?
D) What is your login ID?
4. What is the primary purpose of an on-going (event) survey?
A) Measure individual analyst performance
B) Determine employee bonuses
C) Evaluate customer satisfaction with products, services, and personnel
D) Trend customer satisfaction between annual surveys
5. What is a benefit of purchasing a knowledge database?
A) It provides comprehensive information on proprietary applications
B) It provides comprehensive information on commonly used hardware and software
C) It is inexpensive to purchase
D) It is inexpensive to update
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: B |
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