Help Desk Priorities & Performance
Taking an hour to solve a problem that should take five minutes can negatively affect a company’s ________.
Reputation
When closing a help desk ticket, what word should technicians avoid using by itself instead of explaining how the problem was resolved?
“Closed”
Before troubleshooting effectively, the end user and help desk agent need to develop a solid ________ of the problem.
Understanding
What does KPI stand for?
Key Performance Indicator
How clear should the description on a help desk ticket be?
Clear enough that someone who has not worked on the ticket can understand what is happening.
What type of questions should help desk technicians ask when they need more specific details from a user?
Open-ended questions
If the people affected by an IT issue cannot do any work at all, how should the support call be prioritized?
High priority
If a help desk ticket cannot be handled at its current support level, what should happen to it?
It should be escalated.
When a failure occurs, what should a help desk agent identify before deciding how to fix it?
The probable cause of the failure
What type of agreement establishes the acceptable amount of time for addressing help desk calls?
Service Level Agreement (SLA)
What is the last step in the problem-solving process?
Documenting the changes made to resolve the problem
There may sometimes be a delay between developing a plan to ________ a problem and actually implementing that plan.
Solve
A company promises that critical IT issues will be addressed within a specific amount of time. What determines that expected response time?
Service Level Agreement (SLA)
A technician cannot resolve an issue and needs to send the ticket to someone with a higher level of expertise. What should the technician do?
Escalate the ticket
If the solution you tried does not ________, you need to know how far back to go before changing your troubleshooting approach.
Work