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Chapter 3 Review Question

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8 views6 pages

Chapter 3 Review Question

review question

Uploaded by

Sal 's Man
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Chapter 3: Review Question

Devang Patel

American National University

IT 230: Help Desk Remote Services

Khalid Ayyubov

September 21, 2024


Question#1

The two principal roles are frontline service providers, who handle initial customer

interactions, and escalation personnel or technical specialists, who address more complex issues

that require advanced expertise (Pratt, 2020).

Question#2

The levels of management are determined by the size of the organization, the complexity

of the services provided, and the volume of service requests or incidents the desk handles. Larger

organizations may have more layers of management compared to smaller ones.

Question#3

Frontline service providers are the first point of contact for customers. They handle initial

inquiries, troubleshoot common issues, and escalate problems to higher levels if necessary.

Question#4

The role is crucial because frontline providers directly interact with customers,

addressing their concerns in real time and providing solutions. Their efficiency and

communication skills greatly impact customer satisfaction.

Question#5

The main difference is that a dispatcher assigns incoming service requests to the

appropriate team or specialist, while a level one analyst directly troubleshoots and resolves basic

technical issues.
Question#6

Both dispatchers and level one analysts are frontline roles that require excellent

communication skills and the ability to quickly assess customer issues to ensure they are

addressed efficiently.

Question#7

Dispatcher: Good organizational skills, attention to detail, and the ability to

prioritize tasks and manage workflows.

Level one analyst: Basic technical knowledge, troubleshooting skills, and strong

customer service abilities.

Level one specialist: Advanced problem-solving skills, expertise in specific

systems or software, and the ability to resolve more complex issues (Pratt, 2020)

Question#8

The primary responsibilities are incident management (handling and resolving service

disruptions), service request fulfillment (handling routine requests), and communicating with

users to provide updates and solutions (Veyrat, 2017).

Question#9

Two specific tasks performed at the service desk that correlate to the service desk’s three

primary job responsibilities.

Logging and categorizing incidents to track and resolve issues and responding to service requests

such as password resets or software installations (Veyrat, 2017).


Question#10

Team members are expected to maintain professionalism, patience, and courtesy in their

interactions, ensuring a positive experience for customers (Morpus, 2024).

Question#11

Three ways that service desk team members can exhibit professional and ethical behavior

(Pratt, 2020).

Confidentiality: Protecting customer information and privacy.

Integrity: Providing honest and accurate solutions.

Responsibility: Owning tasks and following up on customer issues until resolution.

Question#12

Companies look for individuals with strong communication skills, technical aptitude, and

a customer-focused mindset. They should also be team players who can handle stress and

multitask (Veyrat, 2017).

Question#13

Four main skill categories necessary for working in a service desk.

The four main skill categories are technical skills, customer service skills, communication skills,

and problem-solving skills.


Question#14

Service desk workers often need time management, organizational skills, knowledge of

business operations, and an understanding of how their work impacts overall company goals

(Freshworks, 2024).

Question#15

Cost-benefit analysis is the process of weighing the costs of a decision against its

expected benefits. In a service desk, it is used to evaluate whether the resources spent on

resolving an issue are justified by the outcome or improvement it brings (Morpus, 2024).

Question#16

The technical skills required are determined by the type of technology and systems the

company uses, the complexity of the issues that need to be resolved, and the specific tools the

service desk employs in its daily operations (Freshworks, 2024).


Reference:

Pratt, M. K. (2020, December 10). 5 strategies to deliver customer service in information

technology. CIO. https://www.techtarget.com/searchcio/tip/5-strategies-to-deliver-

customer-service-in-information-technology

Veyrat, P. (2017, July 30). What is service desk management? Find out the benefits. HEFLO

BPM. https://www.heflo.com/blog/itil/what-is-service-desk-management/

Freshworks. (2024, May 9). The Most Sought-After Service Desk Skills. Freshworks.

https://www.freshworks.com/it-help-desk/skills/

Freshworks. (2024, May 9). The Most Sought-After Service Desk Skills. Freshworks.

https://www.freshworks.com/it-help-desk/skills/

Morpus, N. (2024, May 10). The top 10 help desk skills every support specialist needs. The

Motley Fool. https://www.fool.com/the-ascent/small-business/it-management/help-desk-

skills/

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