When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two.)
A. produce individual and team performance reports
B. demonstrate your commitment to the organization
C. seek feedback from the analysts on job difficulties
D. take the time to recruit and hire new employees
What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two.)
A. reduced resolution rates
B. timely call avoidance
C. improved employee morale
D. potential business growth
An analyst comes to you with several ideas on how to solve your slow network-connection problem. Your network-support team is responsible for solving this problem and is presently working on it. You decide to let the analyst fix the problem. Which three leadership practices did you use? (Choose three.)
A. encourage participation
B. encourage others to take initiative
C. encourage others to be creative
D. encourage positive perspective within teams
Who is ultimately responsible for an employee's success or failure?
A. the employee
B. the employee's team leader
C. the employee's manager
D. the employee's mentor
Which traits should a Help Desk manager look for in an analyst to determine if the analyst can effectively multitask?
A. takes chances and switches topics
B. changes perspectives often and is self sufficient
C. takes the initiative and is creative
D. handles stress and prioritizes
Which three actions can you take to reduce the risk of customer conflict? (Choose three.)
A. do not interrupt
B. change your rate of speech
C. let the customer vent
D. be respectful
E. change the tone in your voice
Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties? (Choose two.)
A. service-level managers
B. customer
C. service provider
D. stake holder
E. Help Desk manager
What should analysts do to ensure that a shared work environment is effective?
A. use discretion and courtesy
B. make the environment as comfortable as possible with pictures and colors
C. allow employees to adjust their workstations to meet their personal needs
D. play music to reduce stress levels
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?
A. publish trend reports for the group as a whole
B. recognize and reward the individual who has the least "not available" time
C. recognize and reward the individual who handles the most calls
D. publish a list of agents ranked by who has the most talk time
When major system or application problems occur, which two tasks should the Help Desk perform to minimize the impact on customers? (Choose two.)
A. direct all calls to voice mail
B. escalate the problem
C. notify the customer community
D. provide updates on the resolution status
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