Assignment

Support Analyst Profile

HONO.ai

1. Create SLA structure with number of days for L1, L2 and L3 tickets. This should be in table
and below should be the explanation for not more than 100 words.
2. What measures to be taken to ensure NO tickets breach SLA?
3. Create escalation metrics for client in case of SLA breach and when to approach whom in a
table.
4. What measures to be taken to ensure lesser recurring issues coming on support?
5. What reports would like to share with clients and when?
6. How do we use excel to write multiple queries to update data using a formula, explain with
an example?
7. How do you explain pivot tables? And if you add either new rows or new columns to the
pivot table source data, the pivot table is not updated even when you click on 'Refresh Data'.
Why, and what is the solution?
8. Write a SQL query to fetch Employee Code, Employee’s first, middle and last names as a
single column from EmployeeName table using inner query on EmployeeID table with age
7/20/2023
between 25 to 55 in such a way that data is sorted in ascending order first on Employee code
then on age.
Columns in EmployeeName: ID, Empcode, FirstName, MiddleName, LastName, Gender
Columns in EmployeeID: ID, Age, Address