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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident & Service Request Management | 30% | - Incident lifecycle and classification - Ticket logging and documentation - Service level agreements (SLAs) - Prioritization and escalation procedures |
| Topic 2: Support Center Operations | 10% | - Tools and remote support technologies - ITSM and HDI standards - Metrics and performance reporting |
| Topic 3: Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
| Topic 4: Customer Service & Communication | 25% | - Managing customer expectations - Effective communication techniques - Service principles and best practices - Conflict resolution |
| Topic 5: Technical Knowledge | 15% | - Software and application support - Operating systems basics - Computer hardware components - Networking fundamentals |
Question 1
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.)
A. Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
B. Ask the customer if a start button or disk icon appears on the screen
C. Ask the customer if he is the only one who can print to this server
D. Ask the customer if he has experienced any problems recently with any other applications
Question 2
Place the Problem solving steps in order.
Question 3
Which topologies are used to provide interconnectivity between networks?
A. Ethernet, Fiber Optic, and Token Ring
B. T-1s, ISDN, and Mainframe
C. RS-232, Analogue, and Voice
D. TCP/IP, UNIX, and IPX/SPX
Question 4
Which three skills should a network administrator's skill set include? (choose three)
A. Conduct remote diagnostics on the network interface card
B. Run tests on automated internet password reset system
C. Perform loop-back tests
D. Perform PING, Telnet, and trace route tests
Question 5
In what three ways can you convey to the customer a desire and ability to help? (Choose three.)
A. Be talkative
B. Be efficient
C. Be agreeable to all customers opinions
D. Be confident
E. Be enthusiastic, but natural
Solutions:
| Question 1 Answer: A,B,C | Question 2 Answer: Only visible for members | Question 3 Answer: A | Question 4 Answer: A,C,D | Question 5 Answer: B,D,E |
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