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It190 Hardware And Os Chapter 3 Reviewing The Basics

20 Questions
It190 Hardware And Os Chapter 3 Reviewing The Basics
Questions and Answers
  • 1. 
    Name five job roles that can all be categorized as a PC technician.
  • 2. 
    Of the five jobs in Question 1, which one job might never include interacting with the PC’s primary user?
  • 3. 
    Assume that you are a customer who wants to have a PC repaired. List five main characteristics that you would want to see in your PC repair person.
  • 4. 
    What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment?  
  • 5. 
    You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?
  • 6. 
      When you arrive for an on-site service call, how important is your greeting? What would be a good greeting to start off a good business relationship
  • 7. 
      When making an on-site service call, what should you do before making any changes to software or before taking the case cover off a computer?
  • 8. 
    What should you do after finishing your PC repair?
  • 9. 
    What should you do after finishing your PC repair?
  • 10. 
    If you are about to make an on-site service call to a large financial organization, is it appropriate to show up in shorts and a T-shirt? Why or why not?
  • 11. 
    You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do?
  • 12. 
     If you need to make a phone call while on a customer’s site and your cell phone is not working, what do you do?
  • 13. 
         When someone calls your help desk, what is the first thing you should do?
  • 14. 
    List the items of information you would want to record at the beginning of a help-desk call.
  • 15. 
    What is one thing you can do to help a caller who needs phone support and is not a competent computer user?
  • 16. 
    Describe what you should do when a customer complains to you about a product or service that your company provides.
  • 17. 
    What are some things you can do to make your work at a help desk easier?
  • 18. 
     Why is it important to be a certified technician?
  • 19. 
    When applying for a position as a help desk technician you discover the job interview will happen by telephone. Why do you think the employer has chosen this method for the interview?
  • 20. 
    What organization offers A+ certification?