1.1. Define Key Help Desk Concepts. 100-140 Practice Questions (Page 8)

Questions 36–40

1. 36expert · hard

   A technician is working on a complex ticket that has taken over an hour. Meanwhile, several new tickets have arrived, including a high-priority one. The technician's manager is out of the office. What should the technician do?

   • AContinue working on the complex ticket until it is resolved.
   • BWait for the manager to return before making any decisions.
   • CClose the complex ticket and work on the new tickets.
   • DPause the complex ticket, address the high-priority ticket, and then return to the complex ticket.
   Reveal Solution Discussion Select an answer first
2. 37application · medium

   A user calls the help desk about a laptop that will not boot. The technician creates a ticket, but before troubleshooting, the technician notices that the ticket queue has several older tickets with lower severity. What should the technician do first?

   • AAssign the ticket to a colleague and move on to the next call.
   • BTroubleshoot the laptop immediately because it is a new issue.
   • CAssess the ticket's priority and SLA impact, then work it in the appropriate order.
   • DClose the ticket and advise the user to submit a new request online.
   Reveal Solution Discussion Select an answer first
4. 38foundation · easy

   Which action is an example of queue management in a help desk environment?

   • AA user submits a support request via the company's web portal.
   • BA technician closes a ticket after resolving the user's issue.
   • CA supervisor reassigns a high-priority ticket from a generalist to a senior network engineer.
   • DA technician documents the steps taken to resolve an issue in the ticket notes.
   Reveal Solution Discussion Select an answer first
5. 39foundation · easy

   What is a common time management technique used by help desk technicians to stay organized and meet deadlines?

   • AWorking on the easiest tasks first to clear the queue quickly.
   • BCreating a to-do list and scheduling tasks based on their priority.
   • CAvoiding breaks to maximize the number of tickets resolved.
   • DDelegating all tasks to other team members.
   Reveal Solution Discussion Select an answer first
6. 40expert · hard

   A help desk has a queue with 10 tickets. Three are critical (SLA 1 hour), four are high (SLA 4 hours), and three are low (SLA 24 hours). The technician has a 2-hour window before a meeting. The technician can resolve about 4 tickets per hour. What is the best strategy to maximize SLA compliance?

   • AResolve the low-priority tickets first because they are quick and easy.
   • BResolve one critical, one high, and one low ticket in rotation to be fair.
   • CResolve the high-priority tickets first because there are more of them.
   • DResolve all critical tickets first, then move to high-priority tickets.
   Reveal Solution Discussion Select an answer first