Quiz 7 – Flashcards

Which of these aspects of help desk operation would not normally be covered in a user support mission statement?

A help desk manager would probably emphasize which of these skills in a job search for an advanced technical support staff member?

Which of these knowledge, skills, and abilities would a help desk manager probably not seek in an applicant for a help desk position?

Which of the following kinds of questions is designed to determine whether a help desk job applicant has specific educational and work experience required for a position?

Which of these is an important topic in a help desk staff training program?

Objective measures of the user support or help desk operation are called ____.

The average time it takes a help desk to respond to incidents is ____.

The primary purpose of help desk performance statistics is to ____.

Which of these is not a common method used to conduct a user satisfaction survey?

Which of the following levels of support services likely costs the most to provide to users?

Which of these levels of user support is likely to be the most responsive to a user's needs?

Which of the following is not a common type of certification used in the information technology field?

A vendor-specific certification is ____.

Which of these can be examined for industry certification?

The Computer Technology Industry Association (CompTIA) A+ exam is an example of a ____.

Which of the following is not a primary benefit of computer industry certification?

CBT and WBT for those preparing for certification exams are ____ courses.

Which of these testing methods is often used in industry certification exams?

A computer adaptive test may be able to determine a test taker's proficiency level by asking as few as ____ questions.

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?