Chapter 3: The People Component: Service Desk Roles and Responsibilities

Chapter 3: The People Component: Service Desk Roles and Responsibilities

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

TRUE/FALSE

1. Once a service desk analyst has developed the required sets of skills, the majority of his/her learning is complete.

ANS:  F                    PTS:   1                    REF:   76

2. Front-line service providers are the service desk staff who interact directly with customers.

ANS:  T                    PTS:   1                    REF:   77

3. Generally, dispatchers try to resolve a high percentage of calls.

ANS:  F                    PTS:   1                    REF:   77

4. In most cases, the ideal candidate for a level one analyst position has an extensive knowledge in a single subject area.

ANS:  F                    PTS:   1                    REF:   78

5. Companies typically have either level one analysts or level one specialists; having both results in too much duplicity.

ANS:  F                    PTS:   1                    REF:   79