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Service Desk Analyst (SDA) v9
A user calls the service desk unable to connect their laptop to the corporate network. After some initial troubleshooting, the analyst realises the problem involves a deeper network configuration issue beyond their scope. According to the responsibilities of an IT service desk technician, what is the appropriate next action?
Explanation
Strategic Planning The ability to align IT services with organisational goals and create effective service strategies is vital
Collaborate on Complex IT Issues Collaborate with other IT professionals to resolve complex issues.
Quality Assurance & Compliance Ensure projects meet quality standards and comply with regulatory requirements.
An organisation wants to ensure its IT services are properly aligned with what business units actually need. Which role is responsible for liaising with business units and customers to understand IT needs and align services?
Explanation
Align IT Services with Business Needs Liaise with business units and customers to understand IT needs and align services.
Record and track user issues and resolutions in a ticketing system.
Cross-Functional Collaboration Collaborate with product engineering, design, marketing, sales, and support teams.
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