FBLA Help Desk Sample Questions

The ITIL Service Support model focuses on:

ensuring users have access to the tools they need to make the business work

A policy is a:

principle or protocol to guide decision making

Which is true about a presentation's objective?

Presentations are preferred over memos to meet your objective

Skills that are unique to the profession that the service desk supports, such as accounting or banking skills are called

industry knowledge

What are measurable objectives for analysts that support the service desk's mission called?

service desk analyst performance objectives

A goal of support service providers that seeks to increase user self-sufficiency and reduce a user's dependence on support service is

self-reliance

A ________ is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees, and business partners.

service desk

Ensuring customer satisfaction is the goal of the

customer support center

Which one of the following is a benefit of self-service technical support?

provide users with a 24x7 option for some level of technical support

Help desk support is generally not provided by the use of:

social media

Which one of the following situations is the best example of a violation of ethical behavior in a support center?

making a personal long-distance phone call on a company phone during a break

Which one of the following statements is true about version 3 of the ITIL exam's definition of the difference between good practice and best practices?

Best practices are proven activities that have been successful, but have not yet become industry standard.

A customer Service Representative is usually required to have all of the following except:

financial management skills

Many CSR firms adopt Stephen R. Covey's "7 Habits of Highly Effective People." Which one of these is one of his recommendations for being effective?

be proactive

Successful teams most often:

have a clear, singular purpose

All of the following are characteristics of a positive service attitude except:

immediately transferring a call if it is clear that someone else needs to take it

Which one of the following is not a good way to exceed customer expectation?

Always promise that something can be done, even if you are unsure.

Which one of the following is not a good way to stay informed about industry trends?

tweeting about current issues at your organization and how they could be used in the industry

_______ is the skill of successfully handling more than one task at a time.

Multi-tasking

Time management does not mean

eliminating social time

Many successful multi-tasking leaders count on

to-do lists

The customer service representative does not

conduct major publicity campaigns

Confidence will:

put you in control of customers' calls and situations at the help desk

Moral principles that guide your actions are

ethics

The higher level issues are often handled with the use of:

expert personnel related to the specific issue, group strategy consultation, diagnostic hardware

If you can't handle a problem, it's best to:

transfer the problem to a specialist

The purpose of incident management is to:

restore normal service

The incident management process is responsible for all these except:

categorizing incidents for reporting

The best reason for documenting resolutions is that it:

allows you to be more proactive in similar situations

Help desk metrics are used to record:

events related to a customer's Service Level Agreement

_______ is a term describing changing trends in the use of WWW technology that aim to enhance creativity, information sharing, collaboration, and functionality of the Web

Web 2.0

An _______ is a computer user's representation of him or her

avatar

________ is based on a scheme that enables an individual to gain credits for each certification exam taken

ITIL (Information Technology Infrastructure Library) certification

_______ is the most widely recognized and required certification for entry-level help desk service technicians.

CompTIA ( Computing Technology Industry Association) certification

A widely recognized entry-level vendor certification is:

Apple Certified Support Professional

If your help desk provides good Web-based support, which is not true?

Help desk analysts must get better at solving simple problems quickly

In the ________, the support industry, in an effort to elevate the role of the help desk, began to offer certification programs geared specifically to help desk professionals

early 1990s

Which type of experience is least likely to help you prepare for a help desk career?

experiencing stocking shelves

_______ is a summary document that describes the project, its objectives, and the way these objectives will be achieved.

Project plan

________ is a task-oriented division of the work to be done in a given project.

Work breakdown structure

A ______ call center is not a typical type of call center

multipurpose

An _________ call center takes orders, responds to billing inquiries, and provides customer support.

inbound

An _________ call center primarily does telemarketing

outbound

An __________ is a department or a person within a company that supplies information, products, or services to another department or person within the same company

internal service provider

Tracking the incident to ensure that the customer is kept informed about the status of the incident is called:

taking ownership

________ uses training systems that people access from any personal computer that has an internet connection and a browser.

Internet-based training

________ distributes digital media files over the internet to personal computers and portable media players

Podcasting

_________ are used to deliver presentations, lectures, and workshops over the internet.

Webinars

A help desk that has its analysts located at home or in another location is called a:

virtual help desk

A ________ help desk approach enables an organization to provide 24-hour coverage with each regional service desk working only during the usual business hours for its location.

follow-the-sun

The process of determining a customer's need and routing him or her to the appropriate support group is known as:

triage

When the budget items required to run the help desk are considered an expense to the company, the help desk is referred to as:

cost center

A leading help desk supplier in the market is:

Electronic Data Systems

A help desk that must cover its expenses and perhaps make a profit by charging a fee for support services is known as:

profit center

The most common help desk service being outsourced today is:

hardware support and repair

________ involves measuring a person's physical characteristics, such as a palm print or the retina of an eye.

Biometrics

The condition of good physical and mental health, especially when maintained by proper diet and exercise, is called

wellness

An area outfitted with equipment and furnishings for a worker is known as:

workspace

__________ are physical symptoms caused by excessive and repeated use of the hands, wrists, arms, and thumbs.

Repetitive stress injuries

________ is a common repetitive stress injury that affects the hands and wrists, particularly from repetitive typing.

Carpal tunnel syndrome