A help desk manager notices that the average first response time has increased over the past month. Which action would most directly help improve this KPI?

Reduce the number of tickets created by encouraging users to solve issues themselves.

Close tickets faster without fully resolving them.

Extend the SLA for first response time.

Increase the number of technicians available during peak hours.

A user calls the help desk to report a problem. The technician is busy with another ticket. The user is frustrated and demands immediate help. The technician has a high-priority ticket that is close to breaching its SLA. What is the best action?

Transfer the user to a colleague without creating a ticket.

Put the current ticket on hold and help the user immediately.

Create a ticket for the user's issue, set the priority, and tell the user you will follow up.

Ask the user to call back later when you are free.

A help desk uses a ticketing system. A technician receives a ticket that was incorrectly categorized as 'low priority' but is actually a 'high priority' issue. The technician is about to start troubleshooting. What should the technician do first?

Update the ticket's priority to 'high' and then proceed with troubleshooting.

Start troubleshooting immediately because the ticket is already assigned to them.

Close the ticket and create a new one with the correct priority.

Ignore the priority and just fix the issue.

Which metric is a common key performance indicator (KPI) used to measure help desk performance?

The number of support tickets that are closed without any action.

The number of employees in the IT department.

The average time it takes to resolve a support ticket.

The total cost of the ticketing software.

A help desk has a queue with two Priority 1 tickets: one from a remote executive who cannot connect to the VPN, and one from the finance team whose payment system is down. The SLA for Priority 1 requires a 15-minute first response and 4-hour resolution. The technician is the only one available. Which ticket should the technician work on first?

The payment system issue because it affects a critical business function and likely has broader impact.

Work on both simultaneously by alternating between them.

Escalate both tickets to the manager and wait for instructions.

The VPN issue because the executive is a high-ranking employee.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 1

1.1. Define Key Help Desk Concepts. 100-140 Practice Questions (Page 2)

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 6–10

6application · medium
A help desk manager notices that the average first response time has increased over the past month. Which action would most directly help improve this KPI?
Select an answer first
7application · medium
A user calls the help desk to report a problem. The technician is busy with another ticket. The user is frustrated and demands immediate help. The technician has a high-priority ticket that is close to breaching its SLA. What is the best action?
Select an answer first
8expert · hard
A help desk uses a ticketing system. A technician receives a ticket that was incorrectly categorized as 'low priority' but is actually a 'high priority' issue. The technician is about to start troubleshooting. What should the technician do first?
Select an answer first
9foundation · easy
Which metric is a common key performance indicator (KPI) used to measure help desk performance?
Select an answer first
10expert · hard
A help desk has a queue with two Priority 1 tickets: one from a remote executive who cannot connect to the VPN, and one from the finance team whose payment system is down. The SLA for Priority 1 requires a 15-minute first response and 4-hour resolution. The technician is the only one available. Which ticket should the technician work on first?
Select an answer first

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