Instructions
- Answer all questions.
- Read each question carefully before answering.
- Write neatly and clearly.
- Use full sentences where required.
- Show all steps in scenario-based questions.
Quiz Summary
0 of 20 Questions completed
Questions:
Information
You have already completed the quiz before. Hence you can not start it again.
Quiz is loading…
You must sign in or sign up to start the quiz.
You must first complete the following:
Results
Results
0 of 20 Questions answered correctly
Your time:
Time has elapsed
You have reached 0 of 0 point(s), (0)
Earned Point(s): 0 of 0, (0)
0 Essay(s) Pending (Possible Point(s): 0)
Categories
- Technical Support 0%
- 1
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10
- 11
- 12
- 13
- 14
- 15
- 16
- 17
- 18
- 19
- 20
- Current
- Review
- Answered
- Correct
- Incorrect
-
Question 1 of 20
1. Question
What is the main purpose of technical support?
CorrectIncorrect -
Question 2 of 20
2. Question
Which of the following demonstrates professionalism?
a) Ignoring customers
b) Sharing passwords
c) Respecting user privacy
d) Arguing with usersCorrectIncorrect -
Question 3 of 20
3. Question
Which of the following is software?
a) Motherboard
b) CPU
c) Printer
d) Operating SystemCorrectIncorrect -
Question 4 of 20
4. Question
Which support team usually handles advanced technical issues?
CorrectIncorrect -
Question 5 of 20
5. Question
What is a ticketing system used for?
CorrectIncorrect -
Question 6 of 20
6. Question
Which communication skill involves carefully paying attention to the user?
CorrectIncorrect -
Question 7 of 20
7. Question
What is the first step in troubleshooting methodology?
CorrectIncorrect -
Question 8 of 20
8. Question
Which support type involves physically visiting the user?
CorrectIncorrect -
Question 9 of 20
9. Question
Which of the following is an example of hardware?
CorrectIncorrect -
Question 10 of 20
10. Question
Define the following terms:
a) Technical Support
b) Troubleshooting
c) Hardware
d) Software
e) Ticketing System-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 11 of 20
11. Question
Differentiate between:
a) Helpdesk Support and Desktop Support
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 12 of 20
12. Question
State FIVE responsibilities of a Technical Support Agent.
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 13 of 20
13. Question
List FIVE active listening techniques used in technical support.
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 14 of 20
14. Question
Explain why documentation is important after resolving technical issues.
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 15 of 20
15. Question
Explain the importance of communication skills in technical support.
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 16 of 20
16. Question
A customer becomes angry because the internet is not working during an important online meeting.
Explain how you would professionally handle the customer and troubleshoot the issue.
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 17 of 20
17. Question
A user reports that their laptop has no sound after a Windows update.
Using the troubleshooting methodology, explain how you would solve the issue.
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 18 of 20
18. Question
A student cannot log into the LMS platform because they forgot their password.
Explain the steps a support technician should follow to assist the student.
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 19 of 20
19. Question
Explain the difference between hardware support and software support using real-life examples.
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
-
Question 20 of 20
20. Question
Describe the complete IT support workflow from the moment a user reports a problem until the ticket is closed.
-
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -
