A help desk uses a ticketing system with categories: 'hardware', 'software', 'network', and 'access'. A technician notices that network tickets are often assigned to the software team by mistake. This causes delays and SLA breaches. What is the best way to address this issue?

Add a new category for 'network' and train technicians on proper categorization.

Let technicians manually assign tickets as they see fit.

Remove the network category to avoid confusion.

Create an automatic routing rule that assigns network tickets to the network team based on keywords.

A technician is assigned five tickets at the start of the day. One ticket is a simple password reset, one is a software installation request, one is a network outage for a department, one is a hardware replacement, and one is a request for training materials. Which approach best demonstrates effective time management?

Prioritize the network outage, then handle the other tickets based on impact and effort.

Work through the tickets in the order they were received.

Handle the simple tickets first to reduce the queue quickly.

Spend equal time on each ticket to be fair.

A technician is working on a ticket and discovers that the issue is more complex than expected and will require help from the network team. What should the technician do?

Keep the ticket open and wait for the user to call back.

Close the ticket and tell the user to contact the network team directly.

Update the ticket with findings and escalate it to the network team.

Delete the ticket and create a new one for the network team.

A help desk technician is assigned a ticket that requires waiting for a vendor to provide a replacement part. The technician also has several other tickets that can be worked on. The technician's manager emphasizes meeting SLA targets. What is the best time management strategy?

Close the ticket temporarily and reopen it when the part arrives.

Place the ticket on hold with a note about the vendor wait, and work on other tickets.

Escalate the ticket to the manager to avoid the wait.

Keep the ticket open and check the vendor's status every 5 minutes.

A company's help desk uses a ticketing system. A technician receives a call from a user who reports a laptop issue. The technician resolves the issue over the phone in 10 minutes. According to the ticketing system workflow, what should the technician do to ensure proper tracking and SLA compliance?

Create a ticket during the call, document the resolution, and close the ticket.

Create a ticket after the call, document the resolution, and close the ticket.

Do not create a ticket because the issue was resolved immediately.

Create a ticket and leave it open for 24 hours to ensure the issue does not recur.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 1

1.1. Define Key Help Desk Concepts. 100-140 Practice Questions (Page 1)

Part of the IT Support Job Tasks and Responsibilities domain, which makes up ~14% of our current practice bank. Cisco does not publish an official question count, but from its 50-minute exam (~20–35 total, ~3–5 in this domain), expect 1–2 from this objective — we provide 42 practice questions to prepare you well beyond it. (estimate)

42questions here

9free pages

5concepts

Questions 1–5

1application · medium
A help desk uses a ticketing system with categories: 'hardware', 'software', 'network', and 'access'. A technician notices that network tickets are often assigned to the software team by mistake. This causes delays and SLA breaches. What is the best way to address this issue?
Select an answer first
2application · medium
A technician is assigned five tickets at the start of the day. One ticket is a simple password reset, one is a software installation request, one is a network outage for a department, one is a hardware replacement, and one is a request for training materials. Which approach best demonstrates effective time management?
Select an answer first
3application · easy
A technician is working on a ticket and discovers that the issue is more complex than expected and will require help from the network team. What should the technician do?
Select an answer first
4expert · hard
A help desk technician is assigned a ticket that requires waiting for a vendor to provide a replacement part. The technician also has several other tickets that can be worked on. The technician's manager emphasizes meeting SLA targets. What is the best time management strategy?
Select an answer first
5application · medium
A company's help desk uses a ticketing system. A technician receives a call from a user who reports a laptop issue. The technician resolves the issue over the phone in 10 minutes. According to the ticketing system workflow, what should the technician do to ensure proper tracking and SLA compliance?
Select an answer first

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