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PC Help Desk Exam
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PC Help Desk Exam
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25 Questions

1. 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 ____.

2. A software package feature that periodically checks the vendor's Web site for software updates is called ____.

3. If a computer, over a period of time, takes longer and longer to perform a task such as a File Save operation, it likely has a ____.

4. The ____ help desk position is normally staffed by an entry-level employee.

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

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

7. Software that is developed collaboratively by a loose-knit team of programmers who agree to distribute the source code without cost is called ____.

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

9. Which sequence of letters represents the order of the steps below in the weighted point evaluation method

10. Which of these would you expect to find as members of a product standards committee?

11. Which of the following is not a primary benefit of computer industry certification?

12. Which of the following forms of communication between a user and an agent is asynchronous?

13. Network problems are often traceable to ____.

14. Which of these can be examined for industry certification

15. Industry agreements that cover how computer components should communicate with the system into which they are installed are called ____.

16. A situation where two software packages use system resources in incompatible ways is called a(n) ____.

17. Hardware or software products that have been announced by vendors but do not actually exist are ____.

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

19. Which of these is an important topic in a help desk staff training program?

20. Which of these aspects of help desk operation would not normally be covered in a user support mission statement?

21. A help desk manager would probably emphasize which of these skills in a job search for an advanced technical support staff member?

22. Performance problems in a computer system are usually due to ____ problems.

23. 1. A vendor-specific certification is ____.

24. The Computer Technology Industry Association (CompTIA) A+ exam is an example of a ____.

25. A purchasing procedure that invites vendors to submit product and price proposals for a system that meets a user's needs is called a ____.

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