IT Support Helpdesk

What is the best way of Identifying a problem?

• Asking the customer to tell you.

• Asking open questions.

• Asking closed questions.

• A mixture of all of these.

What is the most important question to consider when troubleshooting?

• What’s changed?

• Is the customer technically savvy?

• How urgent is this problem to the customer?

What does server "uptime" measure?

• The age of the server since it was placed in service.

• The upload speed of the server.

• The length of time since the last server restart.

• The total amount of time the server has been actively running.

What system is specificaly used to manage multiple versions of programs and files?

• File Manager

• Windows Explorer

• Version Control

• Finder

Which of the following best describes a clean install?

• A software installation that does not include any add-ons.

• A software installation that is free from malware or viruses.

• A fresh operating system install that first wipes out all existing data.

• The initial installation of a software program.

A ticket is raised from a staff member based in another country, which tool could you use to access their computer?

• VPN

• Remote Desktop

• Microsoft Teams

• All of the above

Encryption is used for what purpose?

• To compress data before it is transmitted

• To encode text files as binary data

• To scramble information for security reasons

• To archive data for backup purposes

What is the purpose of a UPS device?

• It maintains power to connected devices when the electricity goes out.

• It balances the bandwidth of multiple network connections.

• It allows a single computer to work with multiple monitors.

• It prevents unauthorized devices from accessing a wireless network.

What tool would you use to check the performance of a Windows computer?

• Task Manager

• Windows Registry

• Control Panel

• Windows Update

Which of following is a measurement of success?

• Customer Satisfaction

• Number of tickets closed

• Average time taken to close ticket

• All of the above