Free Help Desk General Question and Answers — Questions and Answers
Question 1: What is the first step in diagnosing the issue if it is a printing issue?
- Ask the user if there is paper in the printer
- Ask the user to determine if the fuser is functional.
- Determine if the printer is connected to the local machine or a network printer.
- Ask the user if the printer is turned on. (Correct answer)
Correct answer: Ask the user if the printer is turned on.
The first step in diagnosing any hardware issue, including printing problems, is to check the most basic and common points of failure. Ensuring the printer is powered on is a fundamental troubleshooting step that can quickly resolve many 'printer not working' complaints before delving into more complex diagnostics. This simple check often saves time and effort.
Question 2: True or false: You can fix 70% of system problems remotely.
- False
- True (Correct answer)
Correct answer: True
Many common system problems, such as software glitches, configuration errors, or minor network issues, can be effectively diagnosed and resolved using remote access tools. Help desk technicians frequently leverage remote desktop software to control a user's computer, allowing them to troubleshoot and apply fixes without needing to be physically present, making remote resolution efficient.
Question 3: A customer phones and laments forgetting their password. What do you do first to address the problem?
- Get in you vehicle, go to the site and make sure the user's caps lock is off
- Remotely login to the system and reset the users password
- Ascertain whether the user is logging into a web application, domain, or local workstation.
- Positively identify the user's identity. (Correct answer)
Correct answer: Positively identify the user's identity.
Before performing any action that involves sensitive information or access, such as resetting a password, it is paramount for the help desk to positively identify the caller. This is a critical security protocol to prevent unauthorized access or social engineering attempts. Failing to verify identity can lead to serious security breaches and compromise user accounts.
Question 4: Exactly what is not an operating system?
- MS-Word (Correct answer)
- DOS
- LINUX
- Windows
Correct answer: MS-Word
MS-Word is an application software, specifically a word processor, used for creating and editing documents. Operating systems (like DOS, LINUX, and Windows) are system software that manage computer hardware and software resources, providing common services for computer programs. An operating system is the core software that allows other applications to run.
Question 5: Identify the following software that is not an email client.
- Mozilla Firefox (Correct answer)
- Microsoft Outlook 2003
- Outlook Express 6
- Windows Live Mail
Correct answer: Mozilla Firefox
Mozilla Firefox is a web browser, designed for accessing and displaying websites on the internet. In contrast, Microsoft Outlook 2003, Outlook Express 6, and Windows Live Mail are all email clients, which are applications specifically designed for sending, receiving, and managing email messages. Firefox's primary function is web navigation, not email management.
Question 6: What is PASTE's keyboard shortcut?
- Ctrl + V (Correct answer)
- Ctrl + C
- Caps Lock + V
- Ctrl + P
Correct answer: Ctrl + V
In most computer operating systems and applications, the keyboard shortcut for the 'Paste' command is Ctrl + V (or Command + V on macOS). This is a standard and widely recognized shortcut for inserting content that has been previously copied or cut, making it a fundamental command for text and object manipulation.
Question 7: What computer operating system replaced Windows 98?
- Windows CE
- Windows ME (Correct answer)
- Windows Vista
- Windows XP
Correct answer: Windows ME
Windows ME (Millennium Edition) was released in September 2000 and was the direct successor to Windows 98 in the Windows 9x family. It was primarily aimed at home users and introduced features like System Restore, but was quickly succeeded by the more robust Windows XP in 2001.
Free Help Desk General Question and Answers
What is the first step in diagnosing the issue if it is a printing issue?