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

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.