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SDI SD0-101 Exam
Service Desk Analyst Qualification (Page 3 )

Updated On: 12-Feb-2026
Page 3 of 34
PDF with 165 Questions

Which option is a benefit of using Knowledge Management in a Service Desk?

  1. This ensures that all staff will log Incidents uniformly
  2. It removes the need for training of Service Desk staff
  3. It reduces the Incident talk time for users
  4. It reduces the overall cost of support

Answer(s): D



In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution performance; what else might this data be used for?

  1. To measure the effectiveness of the escalation procedure
  2. To indicate levels of customer satisfaction
  3. To measure how long users wait to speak to an SDA
  4. To evaluate and adjust staffing levels

Answer(s): B



Which option best describes one of the roles of an SDA?

  1. Managingusers expectations
  2. Delivering problem support
  3. Negotiating SLAs with customers
  4. Achieving reporting targets

Answer(s): A



Consider your responsibilities as an SDA: which of these options best describes one of yourprincipal responsibilities?

  1. To provide easily understood and accurate answers to users questions
  2. To provide technically detailed answers tousers questions
  3. To provide users with information about the workings of the Service Desk
  4. To provide recommendations about technical courses to users

Answer(s): A



A primary responsibility of the Service Desk is to

  1. Manage Major Incidents
  2. Act as the resolver for all users Incidents and Service Requests
  3. Resolve Problems
  4. Acknowledge and record all Incidents and Service Requests

Answer(s): D






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