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Detail Form
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1.
Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?
2.
Contract staffing is best described by which statement?
3.
Who is the most effective advocate for raising awareness of a support center in a business?
4.
Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?
5.
A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software. What requirements should you consider?
6.
What should analysts do to ensure that a shared work environment is effective?
7.
A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and ..............
8.
What is deductive reasoning based on?
9.
Which management task ensures the highest levels of customer satisfaction?
10.
Who is primary responsible for creating a positive work environment?