STUDY DIS YO

Question 1

What are key help desk concepts?

Answer 1

Queue management, time management, ticketing systems, SLAs, and KPIs.

Question 2

What makes good documentation of customer interactions?

Answer 2

Clear, concise, factual, comprehensive, and useful for future interactions.

Question 3

What are the steps of the problem-solving process in IT support?

Answer 3

Define problem → Gather info → Identify probable cause → Devise plan → Implement → Observe results → Repeat if needed → Document resolution.