Which option is the best way to address these repeated calls and free up time for the IT department to complete other strategic programs?

The IT department manager reports at the managers’ meeting that 50% of help desk calls are seeking direction on common tasks, such as accessing archived emails and navigating the inventory system.

Which option is the best way to address these repeated calls and free up time for the IT department to complete other strategic programs?
A . Create an FAQ web page with step-by-step instructions for performing common tasks.
B . Designate an IT team member to answer employee requests with only strategic issues to be routed to the help desk
C . Hold quarterly IT training courses for employees who repeatedly call the IT help desk for common issues.
D . Identify employees who are proficient in handling common IT tasks, train them to help other
employees, and communicate their contacts.

View Answer

Answer: A

Explanation:

Create an FAQ web page with step-by-step instructions for performing common tasks. Using a technology-based system with FAQ instructions on completing common tasks will save manpower and ensure employees have access to the answers they need.