Help Desk Manager
Questions, Answers, Braindumps (QQ0-300)
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An upcoming production rollout could heavily impact
normal off-shifts. You decide to move schedules to
cover the upcoming increase in calls. After the staff
expresses their concerns about having to work the
new shifts with little warning, you still decide to
implement your off-schedule shift change. Which leadership
trait does this show?
A. the ability to encourage team participation
B. the ability to discourage one-person domination
C. the ability to execute a plan despite adverse conditions
D. the ability to identify unpopular decisions as
Who is ultimately responsible for an employee's success
A. the employee
B. the employee's mentor
C. the employee's manager
D. the employee's team leader
What are three benefits of mentoring programs? (Choose
A. They help team members improve
B. They help retain personnel with optimal skills.
C. They allow team members potential growth opportunities.
D. They help team members develop strategic vision
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
A. publish trend reports for the group as a whole
B. publish a list of agents ranked by who has the
most talk time.
C. Recognize and reward the individual who handles
the most calls
D. Recognize and reward the individual who has the
least :not available" time
A customer could not get through to a support representative
when calling the Help Desk in the morning. He had
to call back later. Which metric captures this situation?
A. Time in Queue
B. Abandonment Rate
C. Average Speed of Answer
D. First Call Resolution Rate
What should be addressed in a support center's marketing
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Organizational development needs are determined by
which three methods? (Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
Which three technologies enable Help Desks to achieve
their performance goals? (Choose three)
A. Automatic Call Distributor
B. Interactive Voice Response
C. Intra-monthly Monitoring System
D. Extra-diem Reporting Application
E. Customer Relationship Management
Which statement about contract staffing is true?
A. Contract employees can only be let go by their
B. Contract employees receive more benefits than full-time
C. Contract employees may hinder teamwork if they
do not work closely with full-time employees
D. Contract employees are allowed to work hours that
are not specifically defined by their company.
What are three ways to maintain a balanced and positive
outlook when adapting to new situations, priorities,
or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside of work to provide a
C. identify trends in service, and then develop resources
to meet those trends
D. create a personal network of advisors with whom
you can share problems and concerns.