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| Section | Weight | Objectives |
|---|---|---|
| Technical Knowledge | 15% | - Software and application support - Networking fundamentals - Operating systems basics - Computer hardware components |
| Customer Service & Communication | 25% | - Conflict resolution - Managing customer expectations - Effective communication techniques - Service principles and best practices |
| Incident & Service Request Management | 30% | - Prioritization and escalation procedures - Ticket logging and documentation - Service level agreements (SLAs) - Incident lifecycle and classification |
| Support Center Operations | 10% | - ITSM and HDI standards - Tools and remote support technologies - Metrics and performance reporting |
| Problem Solving & Troubleshooting | 20% | - Solution verification and closure - Root cause analysis basics - Systematic troubleshooting methodology |
Which statement best describes communication within a positive work environment?
Correct Answer: A 🗳️
What are three reasons for providing consistent service? (Choose three.)
Correct Answer: B,C,D 🗳️
What is the first thing you should do if you think there is unlicensed software on computers at your company?
Correct Answer: D 🗳️
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.)
Correct Answer: B,C,D 🗳️
Which two statements describe active listening? (choose two)
Correct Answer: C,D 🗳️
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