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Which of these support management concerns directly affects the support staff’s job? |
The support mission statement, support performance measures, staffing the support group. |
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Which of these aspects of help desk operation would not normally be covered in a user support mission statement? |
Help desk fees for services |
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A measure of the number of support incidents that can be processed in a given time period, often used in staffing the help desk group, is ____ |
an Erlang unit |
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User support managers often use which of these strategies to determine how many staff members to hire to handle the volume of support incidents received? |
Use an Erlang calculation to estimate staffing needs |
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Which of these proficiencies (KSA) would a user support manager usually not specify in a position description for a suer support position? |
Marketing ability |
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A help desk manager would probably emphasize which of these skills in a job search for an advanced technical support staff member? |
Technical knkowledge and skills |
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Which of thse knkowledge, skills and abilities would a help desk manager probably not seek in an applicant for a help desk position? |
Programming skills |
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A paper-and pencil or verbal exercise that measures a job applicant’s technical understanding and problem-solving ability is a (n)___ |
knowledge and skills test |
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Which of the following kinds of questions gives an applicant for a help desk position a specific problem to solve that is representative of situtations that help desk agents actually encounter? |
Scenario question |
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Which of these is an important topic in a help desk staff training program? |
new staff orientation, performance appraisal criteria, ongoing training |
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Objective measures of the user support or help desk operation are called_____ |
Performance statistics |
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The primary purpose of help desk performance statistics is to ____ |
justify the value and expense of support services |
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Which of these is not a common method used to conduct a user satisfaction survey? |
Face-to Face |
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Which of these ways of organizing a support center has both an expense budget and an income budget? |
Profit center |
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Which of the following levels of support services likely costs the most to provide to users? |
Premium level services |
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Which of these levels of user support is likely to be the most responsive to a user’s needs? |
Premium support |
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A vendor-specific certification is ____ |
none of these |
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Which of these can be examined for industry certification? |
any of these, help desk and support agents, user support groups, IT professionals |
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The Computer Technology Industry Association (CompTIA) A+ exam is an example of a ___ |
wendor-neutral exam |
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Which of the following is not a primary benefit of computer industry certification? |
Ability to identify a worker whose performance has fallen below industry standards |
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CBT and WBT for those preparing for certification exams are___ courses |
online tutorial |
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Which of thse testing methods is often used in industry certification exams? |
Computer adaptive test |
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A computer adaptive test may be able to determine a test taker’s proficiency level by asking as few as ___ questions. |
15 |
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Which of these categories of workers is expected to increase at about the same rate as employment in the U.S economy over the next decade? |
Computer Support Specialist |
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"Act with integrity and honesty in dealing with the public , end users, coworkers, management, and competitors", would likely be covered in which of the following? |
A professional code of ethical behavior |
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