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Help Desk Fundamentals Test (Upwork)
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Help Desk Fundamentals Test (Upwork)
Time left 00:00
25 Questions

1. Which of the following are crucial when helping a helpdesk customer?
2. Would you say that technical skills are
3. What does 'receiving a buying signal' from the prospective client mean?
4. Which of the following would you categorize as a help desk operation?
5. You are asked to make a call to all the distributors of your company's product to apprise them of a new pricing offer. The first call you make connects you to the answering machine. What would be the most appropriate message for you to record?
6. Which Software should be used to make a business presentation with slides?
7. What is the disadvantage of asking a customer phoning the helpdesk with a computer complaint questions with 'yes' or 'no' answers?
8. A $50 product is being sold at a discount of $20 in a clearance sale. What is the percentage of discount?
9. Which of the following is the most important first impression to make on a caller?
10. Which of the following are important when dealing with a helpdesk customer over the telephone?
11. Your office requires you to compile a costing report comprising rows and columns of data along with totals and averages of the columns. Which Software would you ideally use?
12. What is the name given to the process of assigning a service request to a higher support level?
13. Which of the following monitor the service level performance in terms of caller information?
14. Which sections of the population at a university would a helpdesk ideally serve?
15. Which of the following are significant skills when hiring helpdesk staff?
16. Which of the following options best demonstrate a helpdesk that is clearly functioning well and ready to help callers?
17. While commencing a sales campaign
18. Which of the following are good initial responses to the customer who is calling because they 'can't log-in'?
19. You are required to report your annual expenses to your boss. Your expenses are as follows: Salary bonus: $6799.22 Stationery: $123.43 Refreshments: $789.43 Electricity: $767.33?
20. Which of the following best represents a lower level helpdesk operator?
21. What does the 'drop rate' on calls refer to?
22. A business employee calls the help desk of an internet service provider to report that his internet speed is below the promised speed. Which of the following tasks should be done first?
23. Which of the following does the call cycle time include?
24. Which of the following is the best helpdesk philosophy?
25. You attend the phone and the caller tells you that he wants to speak to one of your colleagues. How will you handle the call if your colleague is available at that moment?

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