1.1. Define Key Help Desk Concepts. 100-140 Practice Questions (Page 6)

Questions 26–30

1. 26application · medium

   A help desk technician has a ticket queue with a critical server outage, a password reset, and a software installation request. The server outage has a 30-minute response SLA, the password reset is a standard request, and the software installation is a low-priority task. The technician is also scheduled to attend a team meeting in 15 minutes. What is the best time management approach?

   • AWork on the software installation first because it can be completed quickly before the meeting.
   • BAddress the server outage first, then handle the password reset, and defer the software installation.
   • CAsk the meeting organizer to reschedule the meeting so you can handle all tickets first.
   • DStart the password reset, then move to the server outage after the meeting.
   Reveal Solution Discussion Select an answer first
2. 27application · medium

   A help desk receives a high volume of tickets, and some are being missed. The manager wants to ensure that every ticket is acknowledged and routed to the appropriate team. What should the manager implement?

   • AA ticketing system with automatic assignment rules based on category and priority.
   • BA manual process where the manager assigns tickets at the end of each day.
   • CA policy that technicians only work on tickets they personally receive by phone.
   • DA shared email inbox for all support requests.
   Reveal Solution Discussion Select an answer first
4. 28expert · hard

   A help desk manager is reviewing SLA performance. The team has a 95% SLA compliance rate, but the manager notices that tickets with a 'low' priority often have very long resolution times, sometimes exceeding the SLA. The manager wants to improve overall compliance without overworking the team. What is the best approach?

   • AReclassify all low-priority tickets as high priority to ensure they are resolved faster.
   • BAdjust the SLA for low-priority tickets to a more realistic time and communicate it to stakeholders.
   • CIgnore low-priority tickets until the end of the month to focus on high-priority ones.
   • DAssign more technicians to low-priority tickets to reduce resolution time.
   Reveal Solution Discussion Select an answer first
5. 29application · medium

   A help desk technician has a list of tasks: a ticket that requires research, a ticket that is a simple password reset, a ticket that is waiting on user input, and a ticket that is a known issue with a documented solution. The technician has 30 minutes before a scheduled break. What is the best time management strategy?

   • AWait for the user input on the waiting ticket before doing anything else.
   • BHandle the simple password reset and the known issue first, then work on the research ticket.
   • CStart with the research ticket because it is the most complex and requires the most focus.
   • DTake the break first and then decide which task to do.
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6. 30foundation · easy

   What is the primary purpose of a ticketing system in IT support?

   • ATo automatically resolve common issues without human intervention.
   • BTo store user passwords and account information securely.
   • CTo replace the need for direct communication between users and technicians.
   • DTo provide a centralized way to track, manage, and resolve support requests from creation to closure.
   Reveal Solution Discussion Select an answer first