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| Section | Objectives |
|---|---|
| Managing Practices, Processes and Procedures | - Structured practices and procedures - Documentation - Interaction handling |
| Relationship Management | - Cultural awareness - Collaboration and teamwork - Customer relationships |
| Managing Customer Feedback | - Purpose and objectives of feedback management - Feedback management components - Using feedback for service improvement |
| Problem-Solving | - Critical thinking - Problem-solving techniques - Inductive and deductive reasoning - Creative problem-solving |
| AI and Automation | - Automation in service management - AI in service management - Benefits and challenges of AI and automation |
| IT Service Management | - Information security management - Service request management - Knowledge management - Problem management - Incident management |
| Roles and Responsibilities | - Service excellence and professional behaviour - Service Desk Analyst roles and responsibilities |
| Effective Rapport and Conflict Management Skills | - Conflict management - Emotional intelligence - Building rapport - Negotiation |
| Resilience | - Managing workplace pressure - Recognising signs of stress - Emotional resilience |
| Quality Assurance Programme | - Customer satisfaction surveys - Quality assurance practices - Service desk metrics - Quality assurance activities |
| Support Methods | - Remote support - Self-service - Support delivery methods |
| Effective Communication Skills and Competencies | - Adapting communication to different customers - Formal and informal communication - Active listening - Verbal and non-verbal communication |
Which of these describe the role of an SDA in an effective team?
1. Collaborate openly and effectively
2. Encourage a safe and supportive workplace
3. Support during onboarding with buddying and skill development
4. Retaining knowledge and information
Correct Answer: B 🗳️
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Which of the following benefits of employee wellbeing in a Service Desk are FALSE?
1. Improved performance and productivity
2. Discourages personal development and engagement
Correct Answer: C 🗳️
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What is the final step in the troubleshooting model?
Correct Answer: D 🗳️
Explanation: Only visible for BraindumpsPrep members. You can sign-up / login (it's free).
How would an SDA benefit from using a 'Super Channel' for support?
Correct Answer: A 🗳️
Explanation: Only visible for BraindumpsPrep members. You can sign-up / login (it's free).
Omni-channel support is a customer service approach where customers can reach support across multiple integrated channels, with a and experience across all of them.
What are the missing words?
Correct Answer: D 🗳️
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