Help Desk Software Help Desk General 2

Question 1

What is the primary purpose of a Service Level Agreement (SLA) in help desk operations?

Accepted Answer

To define expected response and resolution times for support requests

Answer

An SLA formally defines the expected response and resolution times, quality standards, and responsibilities between the support team and its customers.

Question 2

Which metric measures the percentage of issues resolved on the first contact with the customer?

Accepted Answer

First Call Resolution (FCR)

Answer

First Call Resolution (FCR) tracks how often support agents resolve a customer's issue during the very first interaction, without requiring a follow-up.

Question 3

In ITIL terminology, what is the difference between an 'incident' and a 'problem'?

Accepted Answer

An incident is an unplanned interruption; a problem is the underlying cause of one or more incidents

Answer

ITIL defines an incident as any unplanned interruption to a service, while a problem is the root cause identified behind one or more recurring incidents.

Question 4

A customer submits a ticket but marks it as 'low priority.' The issue is actually causing a complete system outage. What should the help desk agent do?

Accepted Answer

Override the priority based on business impact and escalate immediately

Answer

Agents should reassess and override ticket priority when the actual business impact clearly does not match the customer's initial classification, then escalate appropriately.

Question 5

What does 'escalation' mean in the context of a help desk?

Accepted Answer

Transferring a ticket to a higher tier or specialist when the current agent cannot resolve it

Answer

Escalation is the process of forwarding an unresolved issue to a higher support tier, subject-matter expert, or management when the current level lacks the skills or authority to resolve it.

Help Desk Software Practice Test

Help Desk Software Practice Test

Help Desk Software Help Desk General 2