Chapter 7 Flashcards
True or False? The employee selection process for a help desk position can be described as an attempt to find applicants with the knowledge, skills, and abilities that most closely match the position’s requirements.
True
True or False? Unlike a question in a knowledge and skills test, there is only one correct answer to a scenario question in a job interview.
False
A primary purpose of help desk performance statistics is to:
a. respond to computer auditors’ information requirements
b. justify the value and expense of help desk services
c. report to company stockholders
d. respond to complaints from angry users
b. justify the value and expense of help desk services
True False? organisations that treat user support as a profit center may have difficulty justifying the cost of support services.
False
Which of the following aspects of help desk operation would you least expect to be covered in a help desk mission statement?
a. operational efficiency of users
b. help desk fees for services
c. customer satisfaction
d. effectiveness of help desk services
b. help desk fees for services
A(n) ______ is a process to evaluate a help desk or support worker according to established criteria.
performance appraisal
A measure of the number of support calls that can be processed in a given time period, often used to determine staffing levels in a help desk operation, is:
a. a statistical unit
b. wait time
c. an MOS
d. an Erlang
d. an Erlang
True or False? Support managers often use recordings of monitored support calls to help worker identify areas where performance improvement is needed.
True
True or False? A cost center is a help desk operation that has an expense budget, but no offsetting income budget.
True
True or False? Help desk industry certification is now essentially a requirement for any user support position.
False
Which of the following testing methods is commonly used in industry certification exams?
a. computer adaptive test
b. scenario test
c. traditional fixed-length test
c. ITIL best practices
a. computer adaptive test
Which kind of interview question gives a job applicant an opportunity to describe what he or she did in a specific job situation?
a. knowledge and skills question
b. behavioural question
c. scenario question
d. illegal question
b. behavioural question
A(n) ______ is a set of behaviour guidelines that a professional organization expects its members to follow.
code of ethical conduct
“Tell me about your educational background.” is an example of:
a. an illegal interview question
b. a stress tolerance question
c. a directed question
d. a nondirected question
d. a nondirected question
Briefly list three examples of interview situation that could be used to test a job applicant’s stress tolerance.
noisy interview environment; interruptions; multiple interviewers; overly technical questions
In the next decade, the U.S. labor market demand for user support workers is expected to:
a. decrease due to outsourcing
b. remain about the same
c. decrease
d. increase
d. decrease
A(n) ____ is a plan prepared by a help desk manager to describe the costs to provide support services.
budget
A questionnaire designed to measure the effectiveness of services among a sample of users is called:
a. a user satisfaction survey
b. a statistical analysis
c. a performance appraisal
d. an Erlang assessment
a. a user satisfaction survey
The percentage of calls in which a user hangs up before support staff respond is called:
a. wait time
b. frustration index
c. stress statistic
d. abandonment rate
d. abandonment rate
A(n) _____ is a formal organization that represents the interests of a group of help desk professionals.
professional association
A conflict that involves a decision between satisfying one’s employer and the goals of satisfying a client is probably a(n):
a. ethical dilemma
b. acceptable behaviour
c. illegal activity
d. unethical activity
a. ethical dilemma
