User Support - Module 7

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

• Communications skills

• Troubleshooting skills

• Programming skills

• Technical skills

Which of the following kinds of questions gives an applicant for a help desk position a specific problem to solve that is representative of situations that help desk agents actually encounter?

• non-directed question

• scenario question

• behavioral question

• directed question

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

• justify the value and expense of support services

• respond to complaints from angry users

• report to company stockholders

• respond to technology auditors' information requirements

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

• Mailed questionnaire

• Face-to-face interview

• Follow-up telephone call

• Email or web survey

A vendor-specific certification is ____.

• vendor neutral

• required for employment

• an industry-wide exam

• none of these

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

• ability to document minimum-level job skills and expertise

• ability to justify a request for higher pay

• ability to document a worker’s efforts to keep up-to-date in the IT field

• ability to identify a worker whose performance has fallen below industry standards

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

• 5

• 15

• 64

• 100

“Act with integrity and honesty in dealing with the public, end users, coworkers, management and competitors”, would likely be covered in:

• User support industry best practices

• The IT Professional’s Handbook

• A professional code of ethical behavior

• State and federal laws

The example user support mission statement in this chapter focuses primarily on operational efficiency and user productivity.

• True

• False

A user support mission statement usually states how an organization’s business transactions will be processed on a corporate computer system.

• True

• False