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| Section | Objectives |
|---|---|
| Incident and Problem Management | - Support Process Management
|
| Service Desk Operations | - Operational Effectiveness
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
| Business and Organizational Awareness | - Support Organization Integration
|
| Customer Service and Communication | - Customer Interaction Skills
|
Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)
Correct Answer: A,B,D 🗳️
Which are two characteristics of active listeners? (Choose two)
Correct Answer: A,C 🗳️
Which are two characteristics of active listeners? (Choose two)
Correct Answer: A,D 🗳️
What is unstructured information gathering? (Choose 1)
Correct Answer: C 🗳️
What is unstructured information gathering? (Choose 1)
Correct Answer: C 🗳️
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Help Desk Analyst (HDA)
Help Desk Manager
HDI Service Desk Manager (SDM)
SDI-Service Desk Foundation Qualification
HDI qualified customer supprot specialist(css)
HDI Qualified Customer Support Specialist
HDI qualified help desk analyst(hda)
HDI qulilfied help desk manager(hdm)
HDI qualified help desk senior analyst(hdsa)
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