What does the 'first response time' KPI measure in a help desk context?

The number of times a ticket is reassigned before resolution.

The time a user spends waiting on hold before reaching a technician.

The time it takes for a technician to fully resolve a ticket.

The time between ticket creation and the first communication from a technician to the user.

A technician has a 2-hour block before a mandatory meeting. There are four tickets: a password reset (5 minutes), a software install (30 minutes), a network issue for a department (unknown time), and a hardware failure for one user (1 hour). The technician's SLA requires that the network issue receive a first response within 30 minutes. What is the best plan?

Work on the hardware failure first because it takes an hour.

Start the network issue immediately, provide a first response, then do the password reset and software install.

Do the password reset first, then the software install, then start the network issue.

Skip the meeting to work on all tickets.

A help desk has a queue with the following tickets: a CEO's email is not working, a single user cannot print, and a server is down for the entire company. The technician has time to work on only one ticket right now. Which ticket should the technician work on first?

The single user's printing issue

Work on the CEO's email first because of the CEO's position

A help desk manager wants to improve the accuracy of ticket tracking and ensure that SLAs are met. Which of the following actions would help achieve this? Select all that apply.

Review SLA compliance reports monthly to identify trends.

Allow users to close their own tickets without technician confirmation.

Use automatic reminders for tickets approaching SLA deadlines.

Require technicians to update ticket status and notes regularly.

Which of the following is typically specified in a service level agreement (SLA)?

The maximum time allowed to respond to a support request.

The brand of computers used by the support team.

The exact steps a technician must follow to resolve an issue.

The number of tickets a technician should resolve per day.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 1

1.1. Define Key Help Desk Concepts. 100-140 Practice Questions (Page 3)

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 11–15

11foundation · easy
What does the 'first response time' KPI measure in a help desk context?
Select an answer first
12expert · hard
A technician has a 2-hour block before a mandatory meeting. There are four tickets: a password reset (5 minutes), a software install (30 minutes), a network issue for a department (unknown time), and a hardware failure for one user (1 hour). The technician's SLA requires that the network issue receive a first response within 30 minutes. What is the best plan?
Select an answer first
13application · easy
A help desk has a queue with the following tickets: a CEO's email is not working, a single user cannot print, and a server is down for the entire company. The technician has time to work on only one ticket right now. Which ticket should the technician work on first?
Select an answer first
14expert · hard · select all that apply
A help desk manager wants to improve the accuracy of ticket tracking and ensure that SLAs are met. Which of the following actions would help achieve this? Select all that apply.
Select an answer first
15foundation · easy
Which of the following is typically specified in a service level agreement (SLA)?
Select an answer first

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