FBLA Help Desk Practice Test Terms

HDI Certification

Targets the support center, and how to determine the best possible support operation for customers and users. A type of certification used by those in technical support roles; doesn’t expire

ITIL certification (Information Technology Infrastructure Library)

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

CompTIA Certification

Entry-level IT certification to help employees to become better support technicians by teaching them how to install, maintain and configure PCs.

Blended Contact Center

Agents can take incoming calls and make outgoing calls as well

Inbound Call Center

Customer service with primary responsibility being incoming customer calls

Outbound Call Center

A business operation that makes outgoing calls to customers

Apple Certified Support Professional

A widely recognized entry-level vendor certification

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

a. Good problem-solving skills are increasingly important for analysts

b. Communication skills play a secondary role

c. Help desk analysts must get better at solving simple problems quickly

d. Writing skills have greater importance

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

Summary Document that describes the project, its' objectives, and the way these objectives will be achieved

Project scope

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

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

Help desk approach that 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 approach

The process of determining a customer’s need and routing him or her to the appropriate support group

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

Profit center

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

Wellness

Physical symptoms caused by excessive and repeated use of the hands, wrists, arms, and thumbs

Repetitive stress injuries

What should you not clean your LCD display with

Commercial glass cleaner