What is considered a best practice for providing direction and focus under chaotic circumstances?
(Choose 1)

• A.Assure staff that they will be alright.
• B.Empathise with your team members.
• C.Tell staff absolutely everything you know about the situation.
• D.Advise staff that big changes are imminent.

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When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

• A.Recruit staff who are younger than you.
• B.Offer a low starting salary but describe a possible career path.
• C.Make sure job descriptions are accurate.
• D.Perform a gap analysis of your team.
• E.Ensure the age and gender balance is equal.

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One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)

• A.They cycle to work through heavy traffic.
• B.The Service Desk is on the 3rd Floor and there is no lift.
• C.They have found a new member of the team sitting at their desk.
• D.They are experiencing personal problems at home.

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Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

• A.Following standard operating procedures allows metrics to be captured.
• B.Following standard operating procedures minimises performance problems.
• C.Following standard operating procedures enables faster, more efficient service.
• D.Following standard operating procedures increases employee satisfaction.

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Which statement best describes IT asset management?
(Choose 1)

• A.IT asset management is a comprehensive IT library.
• B.IT asset management is lifecycle management for IT equipment.
• C.IT asset management controls the Service Desks hardware.
• D.IT asset management restricts the improper use of software.

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