Help Desk Skills MCQ Questions Answers

1. Troubleshooting technology problems can best be described as a(n) ____.

2. Having learned a significant amount of helpdesk terminology, which do you see as essentially the role of the helpdesk operator?

3. A business employee calls the help desk of an internet service provider to report that his internet speed is below the promised speed. Which task should be done first?

4. Which term refer to the average time that an executive spends actually talking to a customer on the phone?

5. What is the name given to the process of assigning a service request to a higher support level?

6. Which is good question to ask a client who tells you 'My computer is not working'?

7. If you have to send a scanned document to a client by e-mail, what should you do?

8. Which is useful additional technical skills for helpdesk workers?

9. Which is significant skill when hiring helpdesk staff?

10. What does 'receiving a buying signal' from the prospective client mean?

11. Which is good initial responses to the customer who is calling because they 'can't log-in'?

12. Which is the best helpdesk philosophy?

13. Disadvantage of asking a customer phoning the helpdesk with a computer complaint questions with 'yes' or 'no' answers?

14. What is meant by 'Abandon Rate' in help desk terminology?

15. Which can increase the chances of your computer becoming infected with a virus?

16. You are required to send a Word document to your branch office by e-mail. What would you do to ensure that the document reaches the branch office in the same format?

17. Would you say that technical skills are, on the whole, more important than interpersonal skills when running a helpdesk?

18. What is the term used for the incoming calls that are logged but not yet resolved?

19. You are handling calls for a travel agency which wants to promote family tours. The price is $500 per adult, with a 20% discount for children and a 40% discount for senior citizens. A 10% tax is applicable to each of these. What is the travel cost for a family of 5 consisting of 2 adults, 2 children and 1 senior citizen?

20. Which section of the population at a university would a helpdesk ideally serve?

21. What does the 'drop rate' on calls refer to?

22. What is your total expenditure on the expense heads mentioned above?

23. You are required to report your annual expenses to your boss. Your expenses are as follows:

24. What is the possible danger of hiring a highly technical person with limited interpersonal skills to work on a helpdesk?

25. A $50 product is being sold at a discount of $20 in a clearance sale. What is the percentage of discount?

26. Which could benefit professionally from a helpdesk training course?

27. Which might be deemed good service additions to a helpdesk system that didn't already have them?

28. Which is the most helpful initial questions to ask a caller whose printer is not working?

29. What is the name of the in-built feature in Windows that allows you to browse through your files and folders?

30. Which would you categorize as a help desk operation?

31. Your company requires you to print offer letters to existing customers through the printer attached to your computer. The letters must be printed along with the address labels. Which of the following will you use to speed up the job?

32. Which term describe the practice of letting the customer know what format your sales conversation will take before you start your sales talk?

33. You are asked to make a call to all the distributors of your company's product to apprise them of a new pricing offer. The first call you make connects you to the answering machine. What would be the most appropriate message for you to record?

34. Which is the most important first impression to make on a caller?

35. Which e-mail etiquette styles do you consider important?

36. Your office requires you to compile a costing report comprising rows and columns of data along with totals and averages of the columns. Which Software would you ideally use?

37. What does 'mark-up' mean in sales terminology?

38. You attend the phone and the caller tells you that he wants to speak to one of your colleagues. How will you handle the call if your colleague is available at that moment?

39. State whether the following statement is true or false: The average length of a call is the time required to process a customer call, from the initial receipt to the final closure and does not include the off-phone time.

40. How can a Microsoft Word user read files created in the later versions of the same software — something that occurs countless times between various versions of Word?

41. Best represents a lower level helpdesk operator?

42. Which Software should be used to make a business presentation with slides?

43. Which are crucial when helping a helpdesk customer?

44. Which is priority when analyzing the efficiency of your helpdesk operations?

45. You have been asked to handle calls for a major account. What does it mean?

46. While commencing a sales campaign, you have been asked to talk only about the USP of the product you are promoting through tele-calling. What will you tell the prospective clients?

47. Which of the following are important when dealing with a helpdesk customer over the telephone?

48. Which statement is true about the Call Capture Rate (CCR)?

49. What is an 'online trouble ticket system'?

50. Best demonstrate a helpdesk that is clearly functioning well and ready to help callers?

51. Which does the call cycle time include?

52. Which monitor the service level performance in terms of caller information?