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Q: 1
What can you do to build rapport and match a users communication approach?
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Q: 2
Which of these options is an advantage of remote support?
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Q: 3
You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in the team to change their approach and start using a standard greeting? Explain to them that:
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Q: 4
Which of the options best describes the importance of security policies?
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Q: 5
Which of these statements about Problem Management is INCORRECT?
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Q: 6
What is the main reason for having an Incident Management process?
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Q: 7
Which of these options would typically be included in a Security policy?
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Q: 8
The main purposes of PBX and ACD systems are to
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Q: 9
What are the SDAs responsibilities in the Incident Management process?
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Q: 10
You are aware of a breach of the IT security policy by a colleague; which of these options is the most important reason for reporting this to the organisation?
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Question 1 of 20 · Page 1 / 2

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