A Second-Line Help Desk Operator Would Most Likely

question 38

Multiple Choice

A second-line help desk operator would most likely

• A) handle complicated queries requiring research.
• B) provide callers with scripted answers.
• C) use expert systems to quickly find answers.
• D) None of the duties listed above pertain to second-line help desk personnel.

Recognize the difference between analytical and critical thinking skills.

Comprehend the concept of cognitive development stages and their impact on thinking.

Identify barriers to critical thinking, including denial and resistance.

Discern the role of clichés in critical analysis.

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Definitions:

Confidence Level

Confidence level indicates the probability that a population parameter will fall between two set values for a certain proportion of times.

Confidence Interval

An array of values, derived from observations of a sample, which is believed to enclose the value of a mystery parameter in the population.

Mean

The arithmetic average of a set of numbers, calculated by dividing the sum of the numbers by the count of numbers.

Confidence Interval

A confidence interval is a range of values derived from sample statistics that is likely to contain the value of an unknown population parameter, with a specified level of confidence.