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FBLA Help Desk Test
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FBLA Help Desk Test
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25 Questions

1. Email response management systems:
2. The most common help desk service being outsourced today is:
3. Verify that corrective action was successful and that all incident and problem details are recorded accurately and completed is called:
4. A(n)____is a computer user's representation of him or her.
5. What item is not a technique for staying in control as a help desk agent?
6. Which type of experience is least likely to help you prepare for a help desk career?
7. A help desk that must cover its expenses and perhaps make a profit by charging a fee for support services is known as:
8. ___is a common repetitive stress injury that affects the hands and wrists, particularly from repetitive typing.
9. ________involves measuring a person's physical characteristics, such as a palm print or the retina of an eye.
10. A____help desk approach enables an organization to provide 24-hour coverage with each regional service desk working only during the usual business hours for its location.
11. Often prepared in the form of a side-by-side comparison or balance sheet that lists costs on one side and benefits on the other is known as:
12. Personal computer software product that is developed and distributed commercially is known as:
13. A sequence of tasks that must be completed on time to meet a project's deadline is:
14. A set of tools and databases used to store, manage, and present information sources is:
15. A process that involves several paths or approaches to problem solving is:
16. This device filters out noise from the service desk that the customer may hear (e.g., phone ringing, people talking nearby).
17. A filtering process that helps agents identify problems and quickly respond to requests for information, often without initiating a formal incident is:
18. ___is the most widely recognized and required certification for entry-level help desk service technicians.
19. When the budget items required to run the help desk are considered an expense to the company, the help desk is referred to as:
20. ___uses training systems that people access from any personal computer that has an Internet connection and a browser.
21. An area outfitted with equipment and furnishings for a worker is known as:
22. ___is a task-oriented division of the work to be done in a given project.
23. A(n) ___call center takes orders, responds to billing inquiries, and provides customer support.
24. The continuous operation of a computer or component over a 48-72 hour period to discover obvious operational problems is known as:
25. ________are physical symptoms caused by excessive and repeated use of the hands, wrists, arms, and thumbs.

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