Help Desk Software Help Desk Support Skills 3

Question 1

A remote user says their VPN connects but they cannot reach internal resources. What is the most likely cause?

Accepted Answer

Split tunneling misconfiguration routing internal traffic incorrectly

Answer

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?

Accepted Answer

Restore normal service operation as quickly as possible

Answer

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?

Accepted Answer

Open a problem record to investigate the root cause

Answer

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?

Accepted Answer

Low

Answer

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?

Accepted Answer

To document lessons learned and prevent recurrence

Answer

A PIR (also called a post-mortem) identifies what went wrong, what worked well, and how to prevent similar incidents in the future.

Help Desk Software Practice Test