FBLA Help Desk Test
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Avg score: 51% • Most missed: “A widely recognized entry-level vendor certification is:”
FBLA Help Desk Test
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25 Questions

1. Which type of experience is least likely to help you prepare for a help desk career?
2. This refers to hardware or software that appears in ads or press releases but not yet available for sale.
3. If your help desk provides good Web-based support, which is not true?
4. The condition of good physical and mental health, especially when maintained by proper diet and exercise, is called:
5. A process that involves several paths or approaches to problem solving is:
6. The act of using words to influence your thinking in a positive way is:
7. A sequence of tasks that must be completed on time to meet a project's deadline is:
8. A(n)____is a department or a person within a company that supplies information, products, or services to another department or person within the same company.
9. The most common help desk service being outsourced today is:
10. A(n) ___call center is not a typical type of call center.
11. The diversified demand of a technical support desk lends itself to the following because the demands are too great for a single analyst.
12. This device filters out noise from the service desk that the customer may hear (e.g., phone ringing, people talking nearby).
13. What is it called when a person performs corrective action that repairs, replaces, or modifies the source of a help desk incident/problem?
14. What item is not a technique for staying in control as a help desk agent?
15. A leading help desk supplier in the market is:
16. A healthy form of stress that keeps you motivated and enables a sense of accomplishment is:
17. Tracking and resolving incidents, such as a jammed printer or an illegal operation error message is:
18. What is it called when you try to troubleshoot a help desk problem, analyze one's thought processes, and say 'Where did I go wrong solving this problem?'
19. Email response management systems:
20. What is it called when a user interacts with a database of information by pressing keys on a telephone or speaking simple words into the telephone?
21. ___is a task-oriented division of the work to be done in a given project.
22. A widely recognized entry-level vendor certification is:
23. When the budget items required to run the help desk are considered an expense to the company, the help desk is referred to as:
24. Tracking the incident to ensure that the customer is kept informed about the status of the incident is called:
25. A learning method on the higher continuum of retention/performance is called:

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