Take The Ultimate Trivia Questions On Help Desk!

1. If the Help Desk is unavailable, what is the best action to take?

Keep calling until a Help Desk Associate answers.

Walk over to a Help Desk Associate and ask your question.

Contact a Supervisor for assistance.

All of the above.

If the Help Desk is unavailable, the best action to take is to contact a Supervisor for assistance. This is because the Supervisor is likely to have the authority and knowledge to help resolve the issue or direct the individual to someone who can. Continuing to call the Help Desk or walking over to a Help Desk Associate may not be effective if they are unavailable, while contacting a Supervisor ensures that someone with authority and resources is informed about the problem. Therefore, contacting a Supervisor for assistance is the most appropriate course of action in this situation.

Explanation

If the Help Desk is unavailable, the best action to take is to contact a Supervisor for assistance. This is because the Supervisor is likely to have the authority and knowledge to help resolve the issue or direct the individual to someone who can. Continuing to call the Help Desk or walking over to a Help Desk Associate may not be effective if they are unavailable, while contacting a Supervisor ensures that someone with authority and resources is informed about the problem. Therefore, contacting a Supervisor for assistance is the most appropriate course of action in this situation.

2. What important information should you provide the Help Desk Associate at the beginning of your call?

Your first and last name.

Whether the caller is on the line and the caller’s identity (ie. Policyholder, claimant, agent, etc.)

The general purpose of the call.

All of the above.

At the beginning of your call to the Help Desk Associate, it is important to provide all of the above information. By providing your first and last name, the associate can address you properly and access your account if needed. Informing whether the caller is on the line and their identity helps the associate understand the context of the call and provide appropriate assistance. Lastly, stating the general purpose of the call allows the associate to prioritize and direct the conversation towards resolving your issue efficiently.

Explanation

At the beginning of your call to the Help Desk Associate, it is important to provide all of the above information. By providing your first and last name, the associate can address you properly and access your account if needed. Informing whether the caller is on the line and their identity helps the associate understand the context of the call and provide appropriate assistance. Lastly, stating the general purpose of the call allows the associate to prioritize and direct the conversation towards resolving your issue efficiently.

3. To maximize efficiency, what should you put into practice when calling the Help Desk?

Bring your caller on the line so they can hear the answer from the Help Desk Associate.

Limit discussion with the Help Desk to the problem at hand.

Let the Help Desk Associate know the call is being recorded and monitored for general business purposes.

All of the above.

To maximize efficiency when calling the Help Desk, it is recommended to limit the discussion with the Help Desk to the problem at hand. This means focusing solely on the issue that needs to be resolved and avoiding any unnecessary or unrelated conversation. By doing so, both the caller and the Help Desk Associate can save time and effort, allowing for a quicker resolution of the problem. This approach ensures that the call remains focused and productive, increasing overall efficiency in the process.

Explanation

To maximize efficiency when calling the Help Desk, it is recommended to limit the discussion with the Help Desk to the problem at hand. This means focusing solely on the issue that needs to be resolved and avoiding any unnecessary or unrelated conversation. By doing so, both the caller and the Help Desk Associate can save time and effort, allowing for a quicker resolution of the problem. This approach ensures that the call remains focused and productive, increasing overall efficiency in the process.

4. Which of the following is an example of when you would not call the Help Desk?

Need assistance locating a claim.

Loss chain questions

You’ve completed your call with the customer and you want to double check if you handled it correctly.

All of the above.

The correct answer is "You’ve completed your call with the customer and you want to double check if you handled it correctly." In this situation, you would not need to call the Help Desk because you have already completed the call and simply want to review your performance. The Help Desk is typically contacted for assistance with specific tasks or issues, such as locating a claim or answering loss chain questions.

Explanation

The correct answer is "You’ve completed your call with the customer and you want to double check if you handled it correctly." In this situation, you would not need to call the Help Desk because you have already completed the call and simply want to review your performance. The Help Desk is typically contacted for assistance with specific tasks or issues, such as locating a claim or answering loss chain questions.

5. Which of the following is a primary function of a Help Desk in an IT environment?

Developing software applications

Managing network infrastructure

Providing technical support to users

Creating company marketing strategies

A Help Desk in an IT environment is primarily responsible for offering technical support to users experiencing issues with their computer systems, software, or hardware. Help Desks act as a single point of contact for troubleshooting and resolving technical problems, assisting with system access, and providing guidance on using IT resources effectively. While managing network infrastructure and software development are critical IT functions, they are usually handled by other specialized teams, not the Help Desk. Likewise, marketing strategies are unrelated to IT support.

Explanation

A Help Desk in an IT environment is primarily responsible for offering technical support to users experiencing issues with their computer systems, software, or hardware. Help Desks act as a single point of contact for troubleshooting and resolving technical problems, assisting with system access, and providing guidance on using IT resources effectively. While managing network infrastructure and software development are critical IT functions, they are usually handled by other specialized teams, not the Help Desk. Likewise, marketing strategies are unrelated to IT support.