Best Practices Evaluation - Service Desk | Take the Quiz

Where can the latest “Best Practice - Service Desk” guide be found?

Blue folder on the desk

Network drive on the server

IBM Notes database “AVTech's Policies & Procedures”

By emailing the Team Leader

Which way do engineers get their work instructions on how to carry out their daily duties?

Verbally from another team member

From the team leader via email

From the document “Best Practice – Infrastructure Services, Engineers”

Customer tells them how to do their job

From the Service Desk staff

What is the purpose of the “Best Practice - Service Desk” document?

To assist in the supply of a consistent quality approach in dealing with AVTech customers

To improve customer satisfaction and customer loyalty through improved communications

To provide efficiency

To reduces workload

All of the above

A customer calls the SD and asks to speak to an engineer directly. What should you do?

Put the call through asking no further questions

Ask if the call is in regards to a new or existing case. If a new case then offer to create the support request and advise the customer you will assign the engineer without putting the call through to the engineer

Ask the team leader what to do

Ask what the call is in regards to an then proceed to announce the call

Let the call ring out. It may be a complaining or difficult customer after all

When closing a service request what does not need to be completed?

Check all relevant details have been completed in the service request

Notify the customer

Advise the team leader

Check if invoicing is required

Close the service request

When creating service requests, what are the minimum hours to be recorded?

Remote support ½ hour, onsite support 1 hour

Remote support 1 hour, onsite support 2 hours

Remote support 1 hour, onsite support 3 hours

Remote support ½ hour, onsite support 2 hours

If unsure how to create a software development team service request, how do Service Desk team members find out how to create it?

Ask the Team Leader

Ask an engineer

From the SMS Training Video

Ask the software development team Team Leader

When creating a software development service requests. Who should the service request be assigned to?

Software development team leader

Software support & maintenance – Vietnam

Software Support & maintenance – Australia

Thuy Nguyen

A customer emails a request for support in the morning at 10:30 am stating that their case is urgent and needs immediate attention. All engineers are deployed except the team leader who is capable of doing the job. There are engineers with appropriate skills available from 13:30. The customer does not have an SLA. Which is the most appropriate action to be taken?

Assign the service request to an engineer for action at 13:30 when they are available and advise the customer that their concern will be addressed at that time by the engineer who is the next engineer available

Assign the service request to the team leader for immediate action

Assign the service request to an engineer on a subsequent day. After all there is lots of available time on the following day and the customer has no SLA and today’s only available engineers may be required for a more urgent case in the afternoon

Ask the Team Leader what to do

When an N-central alert is received, what is the first step to be taken?

Create a SR

Call the customer to ask is they would like to have and engineer assigned to resolve the issue

Review the email alert and move it to the acknowledged alerts folder

Check if the alert is still valid

When dealing with N-central alerts, if you review an email alert and find that it is no longer valid, what is the next action to take?

Check if there is an open SR for the alert

Move it to the acknowledged alerts folder

Delete the email

Call the customer to advise the issue is resolved

When and N-Central alert has been processed and the customer has been notified by voice mail (if available), what is the next step to take?

Record in the ticket activity that that a voice message has been left for the customer

Send an email which includes Device Name, Description of device, Service that’s failed, Service desk number, Confirmation if they would like proceed with fault resolution

Send an email saying you have called and left them a message regarding an N-central alert which includes all the info they need

Advise the team leader you could not contact the customer and request advice on how to proceed

When a customer has decided they want to proceed to a resolution on a SR created as the result of an N-Central alert, how is the resolution handled?

Follow the escalation process

Follow the normal service desk process

Follow the incident management process

When contacting a customer by phone regarding an N-central alert, what information do you need for the customer?

Device description

Device name and location

Service that has failed

Name and device warning state

Device name, description, service that is failed/warning state and location

After confirming a customer reporting an internet problem is an AVTech AAPT customer, what is the next step to carry out in supporting their problem?

Create an Service Request in SMS

Create an SMS and assign to an network engineer

Assist troubleshooting by requesting a modem restart

Create an AAPT support case * 22. Which task is not apart of the Service Desk dail

Which task is not apart of the Service Desk daily tasks?

Calling customers to advise an engineer is running late

Looking up phone numbers for engineers as required

Tagging emails

Organising replacement staff when an assigned staff member is sick

Non of these options – they are all tasks carried out by the Service Desk

When an N-Central alert is received and a Service request created:

The SR number is to be recorded in notes tab of the device within N-Central

The N-central alert number needs to be recorded against the SMS Activity filed

The SR ticket is to then be assigned to an engineer

Who is the first option for remote support requests?

When should quarterly maintenance requests be created?

Weekly as part of the placeholder request reviews

They are automatically created

Never, its the team leaders job to create quarterly maintenance requests.

When the customer calls and requests QM to be carried out

Which of the following is a weekly task

Record Service Desk co-ordinator hours worked

Review and assign upcoming Scheduled Maintenance tasks

Call team lead for a weekly chat

Check engineers have logged all their times

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