Help Desk Analyst (HDA) v3.0

Which three techniques describe basic creative thinking? (Choose three.)

Click the Task button. Place the network terms that are most related to one another and that provide similar functionality next to each other. For instructions on how to answer a
Drag and Drop question, click the Help button.

Which two are typically the fastest methods to send a message to all help desk personnel?
(Choose two.)

An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successfully manage the call? (Choose three.)

Why is using a uniform greeting and closing with the customer an essential telephone skill?

A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer
Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

For which two reasons is it important to have documented processes and procedures?
(Choose two.)

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

Which two are characteristics of an organisation with good inter-departmental relationships? (Choose two.)

Which technique will best optimise talk time?

Which two organisational characteristics are typically found in a supportive workplace environment? (Choose two.)

What is the primary role of support service?

Which two are effective techniques for dealing with stress? (Choose two.)

What is the primary purpose of an on-going (event) survey?