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Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 66–70 (page: 15)

Updated On: 9-Feb-2026
Page 15 of 34
PDF with 165 Questions

You receive a call from a user asking for assistance with a piece of software which is not listed in the Service Desk manual as a supported technology.
What is the best approach you should take in this situation?

  1. Explain that it is notrecognised as a supported piece of software and provide an alternative support option
  2. Suggest they uninstall it before anyone elserealises they have it
  3. Tell the user they should not be using that software and that you need to advise the IT manager
  4. Refer them immediately to the SLA which defines what products are supported

Answer(s): A



You have been on a call with a user for five minutes and you sense they are getting frustrated; what is the most likely reason for this?

  1. You are attempting to resolve their issue using remote support
  2. You are interrogating the Service Knowledge Management System for a known solution
  3. The Incident was originally logged by a colleague and you are following the call script to ensure no information had been missed
  4. You have put them on hold briefly whilst you consult a colleague

Answer(s): C



You are on a call which is degenerating into a tirade of abuse from the caller; how do you react and deal with this?

  1. Politely warn the user that they are in the wrong and should calm down
  2. Strongly inform the user that you will not stand for abuse in the workplace
  3. Strongly warn the user that you will not resolve their issue if they continue to be abusive
  4. Politely warn the user that you will hang up or transfer the call if they continue to be abusive

Answer(s): D



You receive a call from a user who feels they have been let down by the IT department and although they are not yet angry, they clearly feel disappointed.
What should you do to rectify this situation?

  1. Providean reason for everything that has happened
  2. Explain that it was the infrastructureteams error that you will correct
  3. Ensure the user knows you are going to sort it out for them
  4. Escalate the call to your manager immediately

Answer(s): C



Under what circumstance would it be acceptable to ask a user a series of closed questions?

  1. When you are initially trying to establish the root cause of a users Incident
  2. When the user is giving a long winded and very detailed description of their issue
  3. When you are taking the details of a new Service Request
  4. When you are carrying out a quality review of a resolved Incident

Answer(s): B



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