1.1. Define Key Help Desk Concepts. 100-140 Practice Questions (Page 5)

Questions 21–25

1. 21application · medium

   A help desk technician has three tickets: a password reset, a printer jam, and a server outage affecting multiple users. The technician has only 30 minutes before a scheduled team meeting. What is the best use of time management?

   • AStart with the password reset because it is quick and can be completed before the meeting.
   • BWork on the printer jam first because it is a physical issue that may take longer.
   • CReschedule the team meeting to focus on all three tickets.
   • DPrioritize the server outage, escalate it if needed, and then handle the smaller tickets as time allows.
   Reveal Solution Discussion Select an answer first
2. 22expert · hard

   A help desk manager notices that the average first response time is 10 minutes, but the average resolution time is 12 hours, which is above the SLA of 8 hours. The manager also sees that many tickets are being reassigned between technicians. What is the most likely cause of the high resolution time?

   • ACustomer satisfaction is low, leading to longer resolution times.
   • BTickets are being reassigned too often, causing delays in resolution.
   • CTechnicians are not responding quickly enough.
   • DThe SLA for resolution is set too low.
   Reveal Solution Discussion Select an answer first
4. 23foundation · easy

   Which sequence correctly represents the basic workflow of a ticketing system?

   • AAssignment, creation, resolution, tracking
   • BTracking, creation, resolution, assignment
   • CResolution, creation, assignment, tracking
   • DCreation, assignment, tracking, resolution
   Reveal Solution Discussion Select an answer first
5. 24application · medium

   A company's help desk SLA states that all Priority 1 incidents must receive a first response within 15 minutes and be resolved within 4 hours. A Priority 1 ticket is created at 10:00 AM, and the technician assigned to it is already working on another Priority 1 ticket. What should the technician do?

   • AFinish the current ticket first, then start the new one, even if the first response is delayed.
   • BIgnore the new ticket until the current ticket is fully resolved.
   • CProvide a first response to the new ticket, then continue working on the current ticket.
   • DClose the new ticket and ask the user to call back later.
   Reveal Solution Discussion Select an answer first
6. 25application · medium

   A help desk receives a ticket from a C-level executive about a printer that is not working. The same issue has been reported by three other users in the same department, and the printer is shared. The SLA for printer issues has a 4-hour resolution time. According to best practices for queue management and SLA compliance, what should the technician do first?

   • AEscalate the ticket to the network team because it involves a shared device.
   • BMerge the duplicate reports into one ticket and prioritize it based on the number of affected users.
   • CAssign the ticket to the technician with the least current workload to ensure quick resolution.
   • DPrioritize the ticket due to the executive's role and resolve it before other tickets.
   Reveal Solution Discussion Select an answer first