Help Desk Software Help Desk Support Skills 4

Question 1

A technician must remotely access a user's computer to troubleshoot. What should they do before initiating the session?

Accepted Answer

Obtain verbal or written consent from the user first

Answer

Obtaining user consent before remote access is both an ethical requirement and often a policy or legal obligation.

Question 2

What is the difference between a service request and an incident in ITIL?

Accepted Answer

A service request is a formal request for something new; an incident is an unplanned disruption

Answer

In ITIL, a service request is a pre-approved demand (like a software install), while an incident is an unplanned interruption to normal service.

Question 3

A user's laptop is running slowly. After checking Task Manager, the technician finds a process consuming 95% CPU. What is the next step?

Accepted Answer

Identify the process and determine if it is legitimate before taking action

Answer

Identifying whether the high-CPU process is legitimate (e.g., antivirus scan) or malicious guides the appropriate remediation.

Question 4

Which channel is generally best for communicating a planned maintenance window affecting all users?

Accepted Answer

A broadcast email or company-wide notification

Answer

Broadcast communications such as email or system notifications are the most efficient way to notify all affected users of planned maintenance.

Question 5

What does 'warm transfer' mean in a help desk context?

Accepted Answer

Introducing the user and summarizing the issue to the receiving technician before transferring

Answer

A warm transfer involves briefing the next technician on the issue before handing off the user, preventing the user from repeating themselves.

Help Desk Software Practice Test