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Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 76–80 (page: 17)

Updated On: 9-Feb-2026
Page 17 of 34
PDF with 165 Questions

A Service Desk operation requires an SDA to multi-task what does this mean in practice?

  1. Prioritising Incidents without ever needing to check with your manager
  2. Managing a number of Incidents at the same time
  3. Prioritising Incidents according to multi-level SLAs
  4. Delivering a large number of logged Incidents

Answer(s): B



Your manager commented on your erratic time management during your last appraisal and asked you to improve your skills in this area. Of these options, which is the most effective technique you can use to achieve this?

  1. Ask your colleagues how they manage their time
  2. Ask your manager to create a schedule of tasks and time to be taken
  3. Document tasks relating to personal and business tasks
  4. Prioritise your daily tasks in order of preference

Answer(s): C



Which of these statements is correct?

  1. Assertiveness demonstrates knowledge of your rights and the rights of others
  2. Assertiveness demonstrates only respect for others rights
  3. Assertiveness demonstrates a disregard of your rights and the rights of others
  4. Passiveness is the recommended form ofbehaviour in a support environment

Answer(s): A



If you demonstrate confidence in your work as an SDA, what will be the benefit?

  1. You will not need to refer to procedures
  2. Other SDAs will always defer to you
  3. You will be able to control your calls effectively
  4. Your manager will agree with your decisions

Answer(s): C



Which of these options will demonstrate your confidence in your ability to handle a support call?

  1. Explaining that you are new to the role
  2. Promptly escalating challenging calls to 2nd line
  3. Speaking in a positive tone and style
  4. Developing good relationships with second-line support

Answer(s): C



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