Exam Code: SD0-101
Exam Name: Service Desk Analyst Qualification
Updated: Mar 20, 2024
Q&As: 164
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Which option best describes one of the roles of an SDA?
A. Managingusers expectations
B. Delivering problem support
C. Negotiating SLAs with customers
D. Achieving reporting targets
Which option best describes the benefits of professionally managing a call?
A. Itoptimises talk time and reduces the volume of calls handled
B. It increases the problem resolution rate and the level of customer satisfaction
C. It increases the average call duration and establishes credibility for the Service Desk
D. It increases the confidence of the SDA and the level of customer satisfaction
Which option is NOT a type of non-verbal communication?
A. Eye contact
B. Body language
C. Facial expressions
D. Open questions
Which of the options best describes primary components of a desktop or laptop system
A. A processor (CPU), memory, a modem and a hard drive
B. An external hard drive, a keyboard and a mouse
C. An operating system, application software and memory
D. A keyboard, memory and email software
Which of these options is a wireless device commonly supported by the Service Desk?
A. PDAs
B. IPODs
C. CPUs
D. ACDs
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