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PC Help Desk Exam
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PC Help Desk Exam
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25 Questions

1. A telephone system that can answer calls, greet callers, provide menus, and route calls is a(n) ____.

2. In the early 1980s, significant differences between competing computer products were thought by vendors to have ____.

3. Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems?

4. Which letter sequence is the order of the steps below in the incident management process?

5. Which of these help desk positions is often staffed by an employee with programming or product development experience?

6. A common source of user misunderstanding and subsequent calls to help desks is poorly designed ____.

7. Most hardware components today use which of these strategies to maximize compatibility with computer systems?

8. Which of these levels of user support is likely to be the most responsive to a user's needs?

9. Which of these would you least expect to find in an organization's acceptable use guidelines?

10. Network problems are often traceable to ____.

11. Time management tools in a help desk software package probably have the greatest impact on the productivity of ____.

12. Software with harmful or malicious intent to disrupt the business operation of a computer or network or to steal information or money is called ____.

13. ]The purpose of prescreening an incident is to ____.

14. A 48- to 72-hour period during which a system or component is operated nonstop before installation at a user site is ____.

15. A help desk structured into levels or tiers of support uses a ____.

16. A measure of the number of support incidents that can be processed in a given time period, often used in staffing the help desk group, is ____.

17. Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use to ____.

18. A user who presses the wrong sequence of keys in a software program is a victim of

19. The process of updating the information about an incident as it is processed and as information is added to the incident record is called incident ____.

20. During the 1980s, incompatible computer products resulted in ____.

21. In the weighted point evaluation method, the product that is usually selected is the one with ____.

22. In a HelpSTAR dashboard, Throughput measures ____.

23. During the early 1980s, ____ word processors competed for market share.

24. Benchmark tests on competing products can be used to select ____.

25. User support managers often use which of these strategies to determine how many staff members to hire to handle the volume of support incidents received?

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