Service Desk Analyst Quiz

Froggy Jumps

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Test your service desk knowledge.

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Maryory Ibarra Velasco

Colombia

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Froggy Jumps Service Desk Analyst QuizOnline version Test your service desk knowledge. by Maryory Ibarra Velasco 1 What is the primary goal of a service desk analyst? a Develop software features for users b Resolve incidents and restore normal service quickly c Audit security logs for compliance 2 Which ITIL process manages interruptions to services? a Problem Management b Change Management c Incident Management 3 What is a common first step when handling a ticket? a Verify user details and reproduce the issue b Delete the ticket to reduce backlog c Publish a public status update 4 What does SLA stand for in service desks? a System Level Access b Standard Logging Archive c Service Level Agreement 5 Which tool is typically used to track incidents? a Email client only b Ticketing/ITSM system c Network router 6 Which priority is usually assigned to a critical outage? a P1 b P3 c P4 7 What should a service desk analyst do after resolving an incident? a Close the chat without notes b Document the resolution for future reference c Ignore user feedback 8 Which term describes a recurring underlying cause of incidents? a Request b Change c Problem 9 Which action helps improve incident response times? a Delay communication to users b Increase ticket backlog c Implement known error workarounds 10 Which metric measures time from ticket creation to first response? a Mean Time Between Failures b First Response Time c Annual Uptime

Froggy Jumps

Service Desk Analyst QuizOnline version

Test your service desk knowledge.

by Maryory Ibarra Velasco

What is the primary goal of a service desk analyst?

Develop software features for users

Resolve incidents and restore normal service quickly

Audit security logs for compliance

Which ITIL process manages interruptions to services?

Problem Management

Change Management

Incident Management

What is a common first step when handling a ticket?

Verify user details and reproduce the issue

Delete the ticket to reduce backlog

Publish a public status update

What does SLA stand for in service desks?

System Level Access

Standard Logging Archive

Service Level Agreement

Which tool is typically used to track incidents?

Email client only

Ticketing/ITSM system

Network router

Which priority is usually assigned to a critical outage?

What should a service desk analyst do after resolving an incident?

Close the chat without notes

Document the resolution for future reference

Ignore user feedback

Which term describes a recurring underlying cause of incidents?

Request

Change

Problem

Which action helps improve incident response times?

Delay communication to users

Increase ticket backlog

Implement known error workarounds

Which metric measures time from ticket creation to first response?

Mean Time Between Failures

First Response Time

Annual Uptime

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Service Desk Analyst Quiz

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Service Desk Analyst QuizOnline version

by Maryory Ibarra Velasco

What is the primary goal of a service desk analyst?

Which ITIL process manages interruptions to services?

What is a common first step when handling a ticket?

What does SLA stand for in service desks?

Which tool is typically used to track incidents?

Which priority is usually assigned to a critical outage?

What should a service desk analyst do after resolving an incident?

Which term describes a recurring underlying cause of incidents?

Which action helps improve incident response times?

Which metric measures time from ticket creation to first response?

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