A Help Desk Can Encourage,support,coordinate,and Control End-User Activities

question 55

Multiple Choice

A help desk can encourage,support,coordinate,and control end-user activities.A help desk department may be organized with front-line and second-line analysts and technicians.What would be one duty of second-line help desk personnel?

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

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Definitions:

Cost Method

A method of accounting for investments where the investment is recorded at cost and only dividend income is recognized.

Goodwill Impairment

A decrease in the value of goodwill, indicating that the acquired company is not performing as expected.

Depreciation Expense

The systematic allocation of the cost of a tangible asset over its useful life.

Bond Coupon Rate

The interest rate stated on a bond when issued, which represents the annual interest payment divided by the bond's face value.