Podcast
Questions and Answers
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 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?
A measure of the number of support incidents that can be handled in a given time period, often used in staffing the help desk group is?
A measure of the number of support incidents that can be handled in a given time period, often used in staffing the help desk group is?
An Erlang Unit
Which of these categories of workers is expected to increase at about the same rate as employment in the US economy over the next decade?
Which of these categories of workers is expected to increase at about the same rate as employment in the US economy over the next decade?
The Computer Technology Industry Association (CompTIA) A+ exam is an example of?
The Computer Technology Industry Association (CompTIA) A+ exam is an example of?
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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?
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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Which of these aspects of help desk operation would not normally be covered in a user support mission statement?
Which of these aspects of help desk operation would not normally be covered in a user support mission statement?
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Which of these is not a common method used to conduct a user satisfaction survey?
Which of these is not a common method used to conduct a user satisfaction survey?
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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 these knowledge, skills, and abilities would a help desk manager probably not seek in an applicant for a help desk position?
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Which of the following levels of support services likely costs the most to provide to users?
Which of the following levels of support services likely costs the most to provide to users?
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Any of these can be tested for industry certification.
Any of these can be tested for industry certification.
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A help desk manager would probably emphasize which of these skills in a job search for an advanced support position?
A help desk manager would probably emphasize which of these skills in a job search for an advanced support position?
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Which of the following is not a common type of certification used in the information technology field?
Which of the following is not a common type of certification used in the information technology field?
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Objective measures of the user support or help desk operation are called?
Objective measures of the user support or help desk operation are called?
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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?
'Act with integrity and honesty in dealing with the public, end users, coworkers, management and competitors', would likely be covered in?
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Which of these proficiencies (KSAs) would a user support manager usually not specify in a position description for a user support position?
Which of these proficiencies (KSAs) would a user support manager usually not specify in a position description for a user support position?
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Which of these is an important topic in a help desk staff training program?
Which of these is an important topic in a help desk staff training program?
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Which of these testing methods is often used in industry certification exams?
Which of these testing methods is often used in industry certification exams?
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The primary purpose of help desk performance statistics is to?
The primary purpose of help desk performance statistics is to?
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Which of these support management concerns directly affects the support staff's job?
Which of these support management concerns directly affects the support staff's job?
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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)?
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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Which of these levels of user support is likely to be the most responsive to a user's needs?
Which of these levels of user support is likely to be the most responsive to a user's needs?
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CBT or WBT for those preparing for certification exams are ____ courses.
CBT or WBT for those preparing for certification exams are ____ courses.
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A vendor-specific certification is ____.
A vendor-specific certification is ____.
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One of the first vendor-specific certification programs was offered by ____.
One of the first vendor-specific certification programs was offered by ____.
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The average time it takes a help desk to respond to incidents is ____.
The average time it takes a help desk to respond to incidents is ____.
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In the weighted point evaluation method, if a product receives a vendor support score of 80 and the weight of the vendor support criterion is 10%, the product gets a weighted score of ____ points for vendor support.
In the weighted point evaluation method, if a product receives a vendor support score of 80 and the weight of the vendor support criterion is 10%, the product gets a weighted score of ____ points for vendor support.
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When a support staff selects general office productivity software such as word processors or spreadsheets, they often use which decision strategy?
When a support staff selects general office productivity software such as word processors or spreadsheets, they often use which decision strategy?
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RFP stands for?
RFP stands for?
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Which of these statements is true of University of Texas Arlington's technology support policies described in the chapter?
Which of these statements is true of University of Texas Arlington's technology support policies described in the chapter?
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Study Notes
Help Desk Concepts & Functions
- A directed question assesses whether a job applicant possesses the necessary educational qualifications and work experience for a help desk role.
- Erlang Units measure the capacity for handling support incidents within a specified time frame, often applied when staffing a help desk.
- Computer Support Specialists employment is projected to grow at a similar rate as the overall U.S. economy in the next decade.
Certifications & Skills
- The CompTIA A+ exam exemplifies a vendor-neutral certification system.
- User support managers calculate staffing needs by using Erlang calculations to estimate necessary support staff based on incident volume.
- Programming skills are generally not sought after for help desk positions, unlike technical knowledge and skills.
Help Desk Operations & Strategy
- Revenue-generating aspects, such as fees for help desk services, are typically excluded from a user support mission statement.
- Premium-level services offer the highest responsiveness but come at a greater cost to users.
- User satisfaction surveys are commonly conducted without face-to-face interviews.
Training & Learning
- Knowledge and skills tests evaluate an applicant's technical understanding through structured exercises.
- Online tutorials (CBT/WBT) support certification exam preparation.
- Trainees who learn best through demonstrations are identified as visual learners, while auditory learners prefer listening techniques.
Evaluation Methods
- Weighted point evaluation helps select products based on predefined criteria and numerical scores.
- Benchmark tests compare competing products quantitatively.
- The cost-benefit analysis weighs expenses against the advantages, crucial for technology solution evaluation.
Project Management
- Managing a special project involves steps: Define, Plan, Implement, Monitor, and Terminate.
- Project charters succinctly outline objectives, scope, methodology, participants, deliverables, and timelines.
Technology Implementation
- The purpose of a preinstallation site visit is to identify potential installation issues in advance.
- Isopropyl alcohol is effective for cleaning laptop screens and keyboards, maintaining the functionality of peripherals.
- The most user-friendly peripheral arrangements situate devices, like printers, within arm's reach of users in their normal working positions.
Health & Safety
- Carpal tunnel syndrome falls under the broader category of repetitive strain injuries, indicating that all such injuries can lead to this specific condition.
Miscellaneous
- RFPs (Request for Proposal) encourage vendors to propose products and pricing according to user-defined needs.
- Education often has a longer-term goal than training, which is typically aimed at task performance and expertise development.
These notes encapsulate essential concepts and terminologies related to help desk support functions, training, product evaluation, and project management within IT support frameworks.
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Description
Test your knowledge on help desk operations, certifications, and essential skills. This quiz covers key concepts such as staffing, support technologies, and the importance of certifications in the help desk industry. Perfect for aspiring support specialists and managers.
