HDI PRACTICE TEST CARDS QUESTIONS AND ANSWERS | LATEST UPDATE | 2024/2025 | ALREADY PASSED
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Module
HDI PRACTICE
Institution
HDI PRACTICE
HDI PRACTICE TEST CARDS
QUESTIONS AND ANSWERS | LATEST
UPDATE | 2024/2025 | ALREADY
PASSED
What is the primary responsibility of a service desk?
The primary responsibility is to provide technical support and assistance to users, ensuring
quick resolution of incidents and service reques...
HDI PRACTICE TEST CARDS
QUESTIONS AND ANSWERS | LATEST
UPDATE | 2024/2025 | ALREADY
PASSED
What is the primary responsibility of a service desk?
✔✔ The primary responsibility is to provide technical support and assistance to users, ensuring
quick resolution of incidents and service requests.
Why is customer satisfaction crucial for a service desk team?
✔✔ Customer satisfaction is important because it reflects the quality of service provided and
helps in building trust with users.
What is the role of a ticketing system in IT support?
✔✔ A ticketing system helps track, prioritize, and manage incidents or service requests to ensure
timely resolution and accountability.
How can a service desk team reduce incident response times?
✔✔ Incident response times can be reduced by efficient ticket categorization, prioritization, and
leveraging automation tools.
1
,Why is root cause analysis important in problem management?
✔✔ Root cause analysis helps identify the underlying issues behind recurring incidents, allowing
for permanent solutions and reducing future problems.
How can knowledge management improve the efficiency of a service desk?
✔✔ Knowledge management provides quick access to solutions for common issues, reducing
resolution times and enhancing consistency in support.
What is the significance of SLAs in IT support?
✔✔ Service Level Agreements (SLAs) define the expected level of service, response times, and
performance, helping manage user expectations.
How should a service desk handle escalations?
✔✔ Escalations should be handled by quickly involving higher-level support or management
while keeping the user informed of the progress.
Why is ongoing training important for service desk professionals?
2
,✔✔ Ongoing training ensures that service desk professionals stay updated with the latest
technologies, troubleshooting methods, and soft skills.
What is the importance of first contact resolution (FCR) in service desk operations?
✔✔ First contact resolution improves customer satisfaction by solving issues during the initial
interaction without requiring further follow-up.
How does proactive support benefit users?
✔✔ Proactive support prevents issues before they occur, reduces downtime, and improves the
overall user experience.
What is the role of communication in resolving technical issues?
✔✔ Clear and effective communication helps ensure that users understand the problem, the steps
being taken to fix it, and any follow-up required.
How can a service desk team maintain a positive relationship with customers?
✔✔ A positive relationship can be maintained by being responsive, empathetic, providing timely
updates, and delivering on service commitments.
3
, Why is documenting each incident important for the service desk?
✔✔ Documentation helps track the resolution process, identify patterns in recurring issues, and
ensures accountability within the support team.
What should be the priority when dealing with a critical system outage?
✔✔ The priority should be to restore services as quickly as possible while communicating status
updates regularly to impacted users.
How can feedback loops improve service desk performance?
✔✔ Feedback loops allow teams to learn from user input, refine processes, and improve service
delivery based on real experiences.
What is the importance of categorizing tickets correctly?
✔✔ Correct categorization ensures that tickets are routed to the appropriate team, helping
expedite resolution and improving workflow efficiency.
Why is teamwork essential in a service desk environment?
✔✔ Teamwork ensures that issues are resolved efficiently through collaboration and sharing
knowledge, especially for complex problems.
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