QUESTION: 97

What are two benefits of external outsourcing compared to contract staffing? (Choose two)

fewer management issues
fewer employee benefit issues
the ability to easily extend the hours of support
the ability to handle peak periods associated with new technology rollouts

Answer(s): A,C

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 _________

be positive
be able to multitask
be willing to participate
use personal abilities and resources

Answer(s): B

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QUESTION: 99

Which three methods clarify understanding of organizational missions, strategies, strengths, weakness, and capabilities? (Choose three)

focus groups
round-table meetings with employees
consistent and high-impact feedback to team members
interview with key stakeholders, customers, and leaders

Answer(s): A,B,D

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QUESTION: 100

What should the Help Desk manager do to be a good listener? (Choose three)

note the speaker's non-verbal cues
be sensitive to the feelings of the speaker
carefully craft your responses to QUESTION NO:s
re-interpret the message based on external input
insert personal experiences into the conversation
make an effort to hear precisely what is being said.

Answer(s): A,B,F

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QUESTION: 100