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.

Question

Quizplus · Accepted Answer

Second-line help desk personnel are typically more experienced or specialized analysts or technicians who handle more complex or difficult queries that require research and investigation beyond the scope of front-line support. They may also provide training or assistance to front-line analysts.

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