Chapter 5 - Provide User Support
Quiz by soh kok siong
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includes Teacher and Student dashboards
Measure skillsfrom any curriculum
Tag the questions with any skills you have. Your dashboard will track each student's mastery of each skill.
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- print as a bubble sheet
- Q1
Which of the following is not the responsibility of a First Level IT Helpdesk?
Determine the customer’s issue by analysing the symptoms and figuring out the underlying problem.
Gather and verifying the customer’s personal information.
Troubleshooting out of memory issue for a software program
Resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up.
30s - Q2
As a helpdesk officer, he/she should allow customer to tell the whole story. Then after that, follow up questions to the customer should be open-ended questions or close-ended questions?
Closed-Ended Questions
Open-Ended Questions
30s - Q3
Which of the following is not a professional behavior with the customer?
Not be judgmental or insulting or call the customer names
Not arguing with customers or become defensive
Not using a negative attitude or tone of voice
Minimizing a customer's problem
30s - Q4
What is a suitable option for helping a knowledgeable customer?
Do politely step in to refocus the customer.
Reiterate that you want to solve their problem as quickly as possible.
If you are a level one technician, do consider setting up a call with a level two technician.
Follow a step-by-step process with the knowledgeable customer.
30s - Q5
What is meant by Remote Support
Ability to allow employees working remotely to route their online activity through a secure server capable of connecting them directly to their company’s network.
Action of providing technical support once a remote access connection is established for the specific purpose of troubleshooting and solving technical issues.
Ability to connect to a device, network ,or system, and then to take control of it from anywhere.
30s - Q6
Which of the following is not a way of achieving remote connection?
Virtual Network Computing (VNC) - Form of graphical screen sharing used to view and control the desktop of another computer
Virtual Private Network (VPN) - Allow employees working remotely to route their online activity through a secure server capable of connecting them directly to their company’s network.
BitTorrent (BIT) - Communication protocol for peer-to-peer remote connection as well as file sharing
Remote Desktop Protocol (RDP) - Used to achieve a remote connection
30s