Deck 7: The Service Desk Setting

Question 1

In addition to having and knowing how to use the right processes, tools, and technologies, an analyst needs a good work environment, good work habits, and a great attitude.

Answer 1

True

Question 2

As organizations implement monitoring technology, service desks may be located near or with the data center operations control team so that both teams can share service and network monitoring systems.

Answer 2

True

Question 3

In organizations that have multiple service desks linked by technology, service desk operations can be transferred to an alternate site in the event of a natural disaster or other extreme condition.

Answer 3

True

Question 4

With security of data, information and systems being a top priority, companies are becoming reluctant to give tours of service desks to customers, visitors from other companies, and remote employees who are in the office for a meeting or training.

Question 5

Service desks that operate 24 hours a day don't need any more security than those open during regular business hours.

Question 6

The permissions or authority the service desk has to make system changes influence the need for security.

Question 7

There is no scientific proof that employee wellness programs help organizations reduce absenteeism, retain employees, and contain rising health-care costs.

Question 8

Medium sized service desks typically take on most of the characteristics of large service desks.

Question 9

The tools and technology a service desk uses may influence its physical layout.

Question 10

One benefit to some service desks is to have a lab area which may be used for training, simulation of customers' problems, and the development and testing of potential solutions.

Question 11

Regardless of the size of a service desk, the physical layout must facilitate efficient communication among analysts to avoid situations such as having more than one analyst working on the same incident.

Question 12

All service desks can benefit from technology.

Question 13

A majority of ergonomic problems can be eliminated by making simple, no-cost adjustments to the analyst's personal workspace.

Question 14

When sitting at their desk, analysts' legs should be relaxed and feet flat on the floor or on a footrest.

Question 15

It is dangerous to place a book or anything else under a monitor to raise its height. The best solution is to adjust the analyst's chair or change the desk or table on which the monitor rests.

Question 16

Widescreen monitors are generally not recommended for service desk analysts because their eyes will become fatigued more quickly.

Question 17

To avoid injuries, it is recommended that analysts keep their elbows bent between 90 and 120 degrees when typing.

Question 18

Stress balls are beneficial to service desk analysts, as they can be squeezed and enable blood flow through fingers and arms and can also help strengthen analysts' grips.

Question 19

Once an analyst's workspace has been adjusted properly, other analysts may use the workspace without any adjustments to its components.

Question 20

Analysts should try on several headset models before making a final selection because each type of model changes how much the wearer can hear.

Question 21

Too little light is better than too much light on a service desk.

Question 22

As long as an analyst's overhead and task lighting meet federal safety standards, they do not need to be supplemented by periodic exposure to natural light.

Question 23

Customer service is only a stressful profession if the customers are difficult and have unreasonable demands.

Question 24

In order to reduce stress and the possibility of getting injured on the job, service desk analysts can ensure that they are ready to react to whatever comes their way.

Question 25

The most effective analysts avoid asking for help at all costs.

Question 26

Some service desk managers recommend that analysts take a quick look in the mirror before they answer the phone to ensure that they have a relaxed and pleasant facial expression.

Question 27

Drinking plenty of water increases analysts' energy levels and mental capacities.

Question 28

True service desk experts take the time and energy to continually update and improve their knowledge and skills.

Question 29

Which is true?

A)Large service desks are typically high-energy and high-activity places, while small service desk typically are not.
B)If a company does not provide the optimal working environment, it is very hard for analysts to arrange their personal workspaces for optimal comfort.
C)Because of the structure of a service desk, analysts do not have to be organized to thrive.
D)Analysts must take it upon themselves to adopt behaviors to increase their comfort and productivity.

Question 30

Which influences the service desk's location?

A)the need for security
B)technical sophistication
C)the nature of problem solving analysts do
D)the cost of operating the service desk

Question 31

Which influences the service desk's physical layout?

A)the need for security
B)the company's commitment to the well-being of its staff
C)the nature of problem solving analysts do
D)the cost of operating the service desk

Question 32

Which type of service desk is most likely to be located near the sales group?

A)a centralized service desk
B)an external sales desk
C)an internal sales desk
D)a virtual sales desk

Question 33

Which is true when choosing a location for a service desk?

A)Typically, service desks are not located near level two and level three support groups, as the service desk analysts will not learn to solve incidents on their own and will distract the level two and level three groups.
B)It is accepted best practice to locate a service desk near level three support groups, but it is not a best practice to locate a service desk near a level two group. Service desks need to learn to be independent.
C)In an internal service desk setting, it is not wise to locate the service desk near the customers as the customers will not follow proper procedures for contacting the service desk, and they will hinder the service desk's ability to resolve issues.
D)Service desks may be located near a training department to recognize the need for ongoing education or in an area where operations can continue in the event of an emergency.

Question 34

Service desks that enable analysts to interact more freely with level two and level three support groups are said to be ____.

A)state of the art
B)following best practices
C)accessible
D)organized

Question 35

Which is true regarding walk-in service at the service desk.

A)To make walk-in service more efficient and effective, many service desks set up a counter to handle these contacts.
B)Walk-in service to a service desk is very effective, as customers may choose any analyst who is not currently working with a customer when the customer walks in.
C)If service desks offer service to walk-in customers, the customers are usually helped in order of the priority of their incident or request.
D)It is not best practice for service desks to offer walk-in service, as the cost per contact is too high, and it distracts analysts from answering the phones.

Question 36

Which is true?

A)Service desk analysts are more productive in a dimly lit work area, as the levels of stress decrease.
B)A 2012 wellness study found that only 25% of responding customer service representatives work in organizations that have a formal wellness initiative in place.
C)Sometimes the physical layout of a service desk might be a result of how the service desk was formed, as some may have grown from small service desks, while others may be the result of mergers.
D)While well-designed service desks are important for employee morale, design doesn't really enhance the service desk's productivity or improve communication.

Question 37

The ability to exercise, exposure to natural light, and access to clean air all contribute to ____.

A)wellness
B)good mental health
C)accessibility
D)good physical health

Question 38

Which is usually true of small service desks?

A)The analysts typically sit in cubicles.
B)The service desk supervisor does not reside near the service desk.
C)Noise among analysts is of great concern.
D)They must accommodate the needs of service desk management and other supporting groups.

Question 39

Which is typically true about medium service desks?

A)They use the same type of layout as small service desks, as they usually start as small service desks.
B)They are not usually large enough to justify the expense of communication tools such as whiteboards, reader boards, or network monitors.
C)The service desk manager resides in the service desk area and handles incidents and services requests just as the analysts do.
D)They often benefit from common areas, such as a lab or meeting area for meetings, training, or testing.

Question 40

Which is true of planned large service desks?

A)They are typically arranged in separate groups around the building, with each group focusing on a specific type of customer.
B)The cubicle walls between analysts are typically high to reduce noise and allow the analysts to concentrate.
C)They typically have notification systems, such as electronic reader boards, white boards, and network monitors in prominent locations.
D)The service desk manager usually resides in the service desk and takes calls, especially during an emergency.

Question 41

What is the importance of NIOSH and OSHA in the service desk environment?

A)They conduct research on work environments and provide recommendations relating to areas such as preventing work-related illnesses and injuries and creating safe and comfortable work spaces.
B)They assist organizations in ensuring that the technology they use is used as efficiently and as effectively as possible. They assist organizations in integrating existing technology with new technology.
C)They provide solutions such as electronic white boards, instant messaging systems and remote control software that enable service desk analysts to communicate among themselves and with customers.
D)They manufacture furniture and other office-related items and are the leader in ensuring that their products meet all federal, state, and local guidelines for products that are safe in the workplace.

Question 42

____ is most likely to cause a repetitive stress injury.

A)Too much typing
B)Too many major incidents
C)Long hours on the service desk
D)Having to repeatedly escalate calls to level 2 analysts

Question 43

Which is true about service desk analysts' well being?

A)Computer vision syndrome can result from staring at a computer monitor for a prolonged period of time.
B)Wrist syndrome is an ailment prevalent with service desk analysts and is linked to repetitious hand movements, such as typing and working with a mouse.
C)Unfortunately, since most ergonomic problems require high-cost adjustments to the analyst's personal workspace, companies do not address ergonomic issues.
D)Tunnel syndrome affects service desk analysts who are located in dimly lit rooms without windows or rooms with artificial light.

Question 44

Which is true about an analyst's chair?

A)Analysts should sit with a little curve in their backs so they are comfortable.
B)Analysts should sit with a little space between their backs and their chairs.
C)Analysts should sit with their backs erect, slightly forward, and firm against the backrest.
D)Analysts may use a lumbar pillow or a rolled-up towel to further support their backs.

Question 45

Which is the best position for a monitor?

A)Directly in front of the analyst and slightly above eye level.
B)At least 12 inches away from the analyst's eyes.
C)At least 20 inches away from the analyst's eyes but slightly above eye level.
D)At least 20 inches away from the analyst and directly in front of the analyst.

Question 46

When the keyboard and mouse are placed/used correctly, which is true?

A)Elbows should be away from the body so that the back and shoulders do not become tired.
B)Wrists are bent at a 20 degree angle and should be flexed regularly to keep them stretched and loose.
C)The mouse should be gripped gently to lessen the likelihood of fatigue and injury.
D)Adjusting the monitor has no effect on the adjustment of the mouse and keyboard.

Question 47

Which can help reduce carpal tunnel syndrome?

A)A widescreen monitor.
B)Proper light in the analyst's workspace.
C)A comfortable headset.
D)A wrist rest.

Question 48

When adjusting components of an analysts' workspace, which is true?

A)Whenever analysts adjust their chairs, they will most likely need to readjust their monitor, keyboard and mouse.
B)Whenever analysts adjust their chairs, they will need to adjust their monitor, not their keyboard or mouse.
C)Analysts should always adjust their monitor first; then they should adjust their chair, keyboard, and mouse.
D)Readjusting an analyst's chair has no effect on the placement of his or her monitor, keyboard or mouse.

Question 49

Which is true about headsets?

A)Service desk best practices state that headsets that cover both ears enable analysts to be most effective.
B)Since headsets are light, it is okay to use one that encourages you to tilt or hang your head.
C)Wireless headsets are not as effective on service desks as once thought, as calls are often dropped.
D)Headsets relieve stress and tension by freeing analysts' hands for typing.

Question 50

Which is true about telephones on a service desk?

A)If an analyst chooses to use a traditional telephone, it should be placed at a 45 degree angle on the side of the analyst.
B)The type and style of the telephone is just as important as its location on an analyst's desk.
C)Telephones place analysts at risk of acoustic shock, so analysts should strive to use wireless headsets.
D)Analysts who have to stretch or turn around to answer the telephone are at risk for a repetitive stress injury.

Question 51

According to NIOSH, exposure to sound averaging ____ decibels for more than eight hours a day presents a risk of hearing loss.

A)20
B)50
C)60
D)85

Question 52

____ can be used to spotlight desk areas and can also be used to reduce the high contrast of light and glare areas that occur in a workspace.

A)Spot lighting
B)Pinpoint lighting
C)Desk lighting
D)Task lighting

Question 53

When using a task light which is correct?

A)Position the light towards the computer screen to prevent glare.
B)Position the light above eye level to prevent shadows.
C)When working with documents, use two task lights, one from each side.
D)Place the task light where it can be easily adjusted by hand.

Question 54

Which is an important factor to consider when selecting lighting for a service desk?

A)The longer days of summer and more hours of sunlight can trigger Seasonal Affective Disorder, especially in service desk analysts who spend long hours indoors.
B)People with more advanced cases of Seasonal Affective Disorder can benefit from exposure to bright, artificial light.
C)Since fluorescent light bulbs emit light in a balanced spectrum, they are better for service desk lighting than regular light bulbs.
D)Unfortunately, service desks don't have much control over their lighting; they are subject to whatever kind of lighting is in the rest of the building.

Question 55

Which is true about beginning of day (BOD) and end of day (EOD) procedures?

A)They should be conducted only if you anticipate having or have had a stressful day.
B)A BOD is the first task that should be performed after an analysts logs onto the ACD.
C)The policies of the service desk determine what is included in these procedures.
D)The BOD and EOD must be completed by one or more of the service desk analysts prior to and after each day.

Question 56

When creating "To Do" lists and handling tasks, which is true?

A)"To Do" lists should be prioritized weekly, or when a task's priority changes. Questions about priorities should be referred to management.
B)There should be more "A" priority tasks than B, C, or D tasks on a "To Do" list, or the priorities haven't been correctly assigned by the person assigning the task.
C)Analysts should always strive to complete tasks as soon as possible, as this will help make an analyst eligible for a promotion.
D)Analysts shouldn't simply complete tasks because they are asked to; the requestor may not know that another person is already working on the task.

Question 57

Which may be a reason for a task to have a lower priority?

A)The deadline is today.
B)The task has been assigned by a co-worker rather than a customer.
C)Failure to complete this task will cause someone else to miss a critical deadline.
D)Somebody else is already handling this task.

Question 58

Which is true?

A)The danger with lists is that they can become too complex and are then difficult to maintain and become counterproductive.
B)Since customers are supposed to call the Service Desk for support, it is not important for analysts to set up Out of Office messages on their personal lines when they are gone.
C)"What Coworkers Need to Know" lists are beneficial, as they keep analysts focused on upcoming training sessions.
D)A "What I Need to Know" list is a list of all the things an analyst must memorize, as that information is used on a daily basis.

Question 59

Most people have about ____ hours each day during which they are most productive.

A)2
B)4
C)8
D)10

Question 60

Which is recommended when logging calls?

A)Log important calls immediately but wait until a quiet time to log less important calls.
B)Log calls at the end of the day when it is quiet, and you have more information about the call.
C)When logging calls, it is appropriate to place the customer on hold to assist another analyst with a low priority task.
D)Log calls as they come in so that other analysts and customers can get ticket status online and not waste time.

Question 61

Which is recommended for an analyst faced with a large task?

A)Break large tasks into smaller, more manageable ones and try to complete the task a little bit at a time.
B)Try to get the task reassigned to another analyst who has more time or more of the required expertise.
C)Complete the task all at once, so distractions are minimal, and the analyst doesn't lose his train of thought.
D)Ask your manager to assign someone else to help with the task, so both analysts can learn from each other.

Question 62

_______ refers to the physical site of the service desk in the building.

Question 63

_______ determines how easily the service desk can be reached by service desk staff, other employees of the company, and its customers.

Question 64

_______ involves measuring a person's physical characteristics, such as finger or palm prints, facial features, or parts of a person's eye.

Question 65

A cube with a desk, filing cabinets, computer, and a chair is considered an analyst's _______.

Question 66

_______ is the science of people-machine relationships that is intended to maximize productivity by reducing operator fatigue and discomfort.

Question 67

____ injuries are physical symptoms caused by excessive use of the hands, wrists, and arms.

Question 68

_______ is caused by constant compression of the main nerve to the hand as it passes through space to the wrist.

Question 69

An analyst who performs a lot of diagnostics via remote control during his 8 hour shifts on the service desk and tends to have headaches and eyestrain is most likely suffering from _______.