Help Desk Software Help Desk Support Skills 3 — Questions and Answers
Question 1: A remote user says their VPN connects but they cannot reach internal resources. What is the most likely cause?
- Incorrect VPN client version installed
- Split tunneling misconfiguration routing internal traffic incorrectly (Correct answer)
- The user's firewall is blocking all traffic
- The internal server is offline
Correct answer: Split tunneling misconfiguration routing internal traffic incorrectly
Split tunneling issues can cause VPN connections to appear successful while internal traffic is not routed through the corporate tunnel.
Question 2: What does ITIL define as the primary goal of Incident Management?
- Prevent incidents from recurring permanently
- Restore normal service operation as quickly as possible (Correct answer)
- Identify the root cause of all service disruptions
- Document all changes made to IT infrastructure
Correct answer: Restore normal service operation as quickly as possible
ITIL Incident Management focuses on restoring normal service operation as quickly as possible to minimize business impact.
Question 3: A technician notices the same printer issue has been reported five times this month. What process should be initiated?
- Escalate each ticket individually to Tier 2
- Open a problem record to investigate the root cause (Correct answer)
- Replace the printer immediately
- Close duplicate tickets and keep only one open
Correct answer: Open a problem record to investigate the root cause
Recurring incidents indicate an underlying problem, and Problem Management should be initiated to find and eliminate the root cause.
Question 4: Which ticket priority should be assigned to an issue affecting a single non-critical user with a workaround available?
- Critical
- High
- Medium
- Low (Correct answer)
Correct answer: Low
A single-user impact with an available workaround represents a low business impact, warranting a low priority classification.
Question 5: What is the purpose of a post-incident review (PIR) after a major outage?
- To assign blame to the responsible technician
- To document lessons learned and prevent recurrence (Correct answer)
- To calculate financial penalties for SLA breaches
- To close all open tickets related to the incident
Correct answer: To document lessons learned and prevent recurrence
A PIR (also called a post-mortem) identifies what went wrong, what worked well, and how to prevent similar incidents in the future.
Question 6: A user submits a ticket stating 'nothing works.' What is the technician's best first step?
- Escalate immediately due to severity
- Ask targeted questions to define the specific scope of the issue (Correct answer)
- Remote into the user's machine without asking
- Send a standard troubleshooting checklist
Correct answer: Ask targeted questions to define the specific scope of the issue
Vague issue descriptions require targeted questioning to scope the problem before any diagnostic or escalation action is taken.
Question 7: Which type of help desk structure routes all initial calls through one central team before escalation?
- Distributed support model
- Centralized (single point of contact) model (Correct answer)
- Follow-the-sun model
- Peer-to-peer support model
Correct answer: Centralized (single point of contact) model
The centralized model uses a single point of contact (SPOC) where all requests enter before being triaged or escalated.
Help Desk Software Help Desk Support Skills 3
A remote user says their VPN connects but they cannot reach internal resources.
What is the most likely cause?