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 typically handle more complex queries that require in-depth research and problem-solving skills, as compared to first-line help desk personnel who usually provide scripted answers to common issues. Using expert systems to quickly find answers may also be a duty of both first and second-line help desk personnel. Therefore, option A is the best choice.

What Would Be One Duty of Second-Line Help Desk Personnel