COMP1219 - Helpdesk Operation

In a help desk that uses a multi-level support model, the highest level of support is the most knowledgeable and experienced, so it usually handles most of the incidents.

• True

• False

Some help desk operations use a script to guide an agent through the steps in the incident management process.

• True

• False

A help desk incident that is a simple question may get identified early and do not need to be logged.

• True

• False

Prescreening is an incident management step where incidents that a help desk cannot handle are rejected.

• True

• False

One of the goals of incident logging in the incident management process is to begin to document the incident and the problem.

• True

• False

Job stress can result from a mismatch between an agent’s personal characteristics and their job requirements.

• True

• False

The purpose of client feedback features in a help desk software package is to terminate support agents with poor customer service skills.

• True

• False

Which of these help desk positions is often staffed by an employee with programming or product development experience?

• Technical Support

• Support Manager

• Service Desk

• Documentation Specialist

The goal of the multi-level support model is to handle most support incidents at ____.

• the lowest support level

• the highest support level

• any level that can handle support incidents

• It doesn't make any difference as long as each incident gets handled eventually

Which letter sequence is the order of the steps below in the incident management process?

a) Incident prioritization b) Incident logging c) Incident resolution d) Initial diagnosis

• a,b,c,d

• b,c,d,a

• b,a,d,c

• d,a,b,c