Here are 4 sample test questions from

Certificate in Service Desk Skills - Level 1

​(one answer required unless otherwise stated):

1)         Trying to determine the exact reason why a problem occurred is an important element of what?

A         Accurate ticket assignment

B         Priority setting

C         Escalation

D         Root Cause Analysis

2)         “My understanding is that the error occurs when you try and enter your customer ID, is that correct?” is an example of what?

A          A subjective question

B         An open question

C         A reflective question

D         A rhetorical question


3)         Which two of the following are valid reasons for logging all calls?


A         To demonstrate the volume of work that has been undertaken

B         To ensure that all SLA’s are seen to be met

C         To ensure that the customer has been fully understood

D         To enable the production of accurate and meaningful performance statistics

4)         What is the best way to say “No” to a customer that is desperate for a “Yes”?

A         Use a hard “No”

B         Use a soft “No”

C         Use a passive “No”

D         Use a reflective “No”


See below for the answers

​ ​​Whilst awaiting the return of public courses, we have developed

"Certificate in Service Desk Skills" - Levels 1 & 2 self study packages.

These are based on our Service Desk Professional One and Two courses and

include candidates taking "Certificate in Service Desk Skills" tests online.

All candidates receive detailed workbooks with many practice test questions. ​

They can then take tests online whenever they feel ready.  Successful candidates

will be awarded certificates and entry onto our Certificate Holders Registers.

The cost is £99 (+VAT) per package or £149 (+VAT) for both.

This will be refunded if candidates go on to attend the public courses.


Please enquire for more details.


The correct answers are:

1) D

2) C

        3) A & D

4) B

The real tests comprise of 40 questions with a pass mark of 75%.

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Created by LS Productions UK Ltd.

STI Ltd | Providers of Service Desk & Helpdesk Training.