A Guide to Customers User Support Quiz 7
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Which of these support management concerns directly affects the support staff's job?
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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?
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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 ____
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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?
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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?
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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?
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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?
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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)___
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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?
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Scenario question
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Which of these is an important topic in a help desk staff training program?
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new staff orientation, performance appraisal criteria, ongoing training
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Objective measures of the user support or help desk operation are called_____
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Performance statistics
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The primary purpose of help desk performance statistics is to ____
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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?
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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?
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Profit center
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Which of the following levels of support services likely costs the most to provide to users?
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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?
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Premium support
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A vendor-specific certification is ____
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none of these
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Which of these can be examined for industry certification?
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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 ___
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wendor-neutral exam
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Which of the following is not a primary benefit of computer industry certification?
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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
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online tutorial
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Which of thse testing methods is often used in industry certification exams?
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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.
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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?
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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?
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A professional code of ethical behavior
