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Test Your Knowledge: Help Desk Services Quiz

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1. What is the primary purpose of a Help Desk in an organization?

2. Which of the following best describes a Ticket Management System in the context of Help Desk Services?

3. What is meant by the term 'First Call Resolution' in Help Desk operations?

4. In Help Desk services, what is an 'SLA' and what purpose does it serve?

5. Which of the following is a key skill for Help Desk professionals?

6. What does 'escalation' mean in the context of Help Desk services?

7. How can a Help Desk improve customer satisfaction?

8. What role does documentation play in Help Desk operations?

9. Which of the following is an example of a proactive measure a Help Desk can take to prevent future issues?

10. Why is it important for Help Desk staff to have knowledge of the organization's products or services?