Free Help Desk General Question and Answers

Question 1

What is the first step in diagnosing the issue if it is a printing issue?

Accepted Answer

Ask the user if the printer is turned on.

Answer

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.

Accepted Answer

True

Answer

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?

Accepted Answer

Positively identify the user's identity.

Answer

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?

Accepted Answer

MS-Word

Answer

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.

Accepted Answer

Mozilla Firefox

Answer

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.

Help Desk Software Practice Test

Help Desk Software Practice Test

Free Help Desk General Question and Answers