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SDI SD0-101 Exam Questions
Service Desk Analyst Qualification (Page 9 )

Updated On: 31-Mar-2026
Page 6 of 34
PDF with 165 Questions

What is the best way for an SDA to enhance the image of the Service Desk?

  1. Dress to reflect your professionalism
  2. Ensure users are aware that the Service Desk is the key component in IT
  3. Provide accurate information to users without denigrating other teams
  4. Advise users of resolutions via the weekly Service Desk email

Answer(s): C



A list of desirable attributes included in a job description for a Service Desk Analyst should include ...

  1. Seeing a users Incident or Service Request through to resolution, conveying a willingness to help and being nice to senior management
  2. Conveying a willingness to help,focussing on business needs and providing users with the best possible service
  3. Taking ownership of users Problems, maintaining a positive attitude and focusing your attention on the user
  4. Focussing on business needs, providing users with best possible service with an ability to answer a high volume of calls

Answer(s): B



We should maintain a positive service attitude at all times; which option is the best reason for doing so?

  1. A good service attitude will improve SLA performance
  2. Users will see the Service Desk as cheerful happy people
  3. It will help to build confidence in the service
  4. A bad attitude means that SLAswont be met

Answer(s): C



Which of these options is a characteristic of a successfully performing team?

  1. Attendance at team social events is mandatory.
  2. The team leader closely manages everyone equally
  3. A team member will do anything to be the best
  4. Everyone actively listens to each other

Answer(s): D



Which attribute would you expect from good team members?

  1. They are nice to everyone
  2. They have good timekeeping skills
  3. They listen to otherpeoples point of view
  4. They cover up their mistakes

Answer(s): C



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Viewing questions 41 - 45 out of 165 questions



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