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Updated: Jul 27, 2026
Q & A: 114 Questions and Answers
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| Section | Objectives |
|---|---|
| Topic 1: Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Topic 2: Incident and Problem Management | - Support Process Management
|
| Topic 3: Business and Organizational Awareness | - Support Organization Integration
|
| Topic 4: Service Desk Operations | - Operational Effectiveness
|
| Topic 5: Customer Service and Communication | - Customer Interaction Skills
|
1. Which are two characteristics of active listeners? (Choose two)
A) They acknowledge the customer.
B) They restate/paraphrase to ensure understanding.
C) They understand that evidence and reasoning are critical.
D) They know the process for escalating a problem.
2. Which two of the following enables a help desk to provide consistent service? (Choose two)
A) Problems are assigned to the most knowledgeable person available.
B) Everyone gets the same level of service.
C) Service levels are based on impact to the business.
D) Priorities are assigned consistently.
3. What are three basic components of Computer Telephony Integration? (Choose three)
A) Service Level Agreements.
B) Integration Server
C) Automatic Call Distributor.
D) Interactive Voice Response.
4. You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)
A) They bite their fingernails.
B) They often seem short of breath.
C) They seem tense and often have white knuckles.
D) They have a new wardrobe of clothes.
E) They have a pallid complexion.
5. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)
A) Notify the department that they are using illegal software.
B) Notify their manager of the suspected violation.
C) Notify FAST (Federation Against Software Theft).
D) Notify the software vendor's local office.
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: C,D | Question # 3 Answer: B,C,D | Question # 4 Answer: B,C | Question # 5 Answer: B |
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