Computer & Network Help Desk

1. 70% of all system issues can be resolved remotely!

True

False

70% of all system issues can be resolved remotely. This means that the majority of problems with computer systems can be fixed without the need for physical intervention or on-site support. Remote resolution allows for faster and more efficient troubleshooting, as technicians can access the system remotely and identify and fix the issue without having to be physically present. This saves time and resources for both the user and the support team. Therefore, the statement "70% of all system issues can be resolved remotely" is true.

Explanation

70% of all system issues can be resolved remotely. This means that the majority of problems with computer systems can be fixed without the need for physical intervention or on-site support. Remote resolution allows for faster and more efficient troubleshooting, as technicians can access the system remotely and identify and fix the issue without having to be physically present. This saves time and resources for both the user and the support team. Therefore, the statement "70% of all system issues can be resolved remotely" is true.

2. If you're diagnosing an issue with a printing issue, what is the first step in diagnosing the problem?

Ask the user to determine if the fuser is functional.

Determine if the printer is connected to the local machine or a network printer.

Ask the user if the printer is turned on.

Ask the user if there is paper in the printer

The first step in diagnosing a printing issue is to ask the user if the printer is turned on. This is because if the printer is not turned on, it will not be able to perform any printing functions. By confirming if the printer is turned on, it helps to eliminate this basic issue before moving on to other troubleshooting steps.

Explanation

The first step in diagnosing a printing issue is to ask the user if the printer is turned on. This is because if the printer is not turned on, it will not be able to perform any printing functions. By confirming if the printer is turned on, it helps to eliminate this basic issue before moving on to other troubleshooting steps.

3. A client calls and exclaims they have forgotten their password. What is your first action to resolve the issue?

Remotely login to the system and reset the users password

Get in you vehicle, go to the site and make sure the user's caps lock is off

Positively identify the user's identity.

Determine if the user is logging into a local machine, domain or web application

The first action to resolve the issue of a client forgetting their password is to positively identify the user's identity. This is important to ensure that the person requesting the password reset is indeed the legitimate user and not someone trying to gain unauthorized access. Once the user's identity is confirmed, appropriate steps can be taken to reset the password and provide the necessary assistance.

Explanation

The first action to resolve the issue of a client forgetting their password is to positively identify the user's identity. This is important to ensure that the person requesting the password reset is indeed the legitimate user and not someone trying to gain unauthorized access. Once the user's identity is confirmed, appropriate steps can be taken to reset the password and provide the necessary assistance.

4. What is the first question a computer technician should ask a user that is having issues with a software application after receiving a help desk request by phone or email?

Have you rebooted?

May I please have your name and phone number?

Is this computer a Dell?

The correct answer is "May I please have your name and phone number?" This is the first question a computer technician should ask because it is important to gather the user's contact information in order to provide assistance and follow-up if needed. By obtaining the user's name and phone number, the technician can establish a line of communication and ensure that they have the necessary information to address the software application issues effectively.

Explanation

The correct answer is "May I please have your name and phone number?" This is the first question a computer technician should ask because it is important to gather the user's contact information in order to provide assistance and follow-up if needed. By obtaining the user's name and phone number, the technician can establish a line of communication and ensure that they have the necessary information to address the software application issues effectively.

5. Based on the previous question, "a client calls and exclaims they have forgotten their password." What is your third action to resolve the issue?

Remotely login to the system and reset the users password

Get in you vehicle, go to the site and make sure the user's caps lock is off

Positively identify the user's identity.

Determine if the user is logging into a local machine, domain or web application

The third action to resolve the issue is to positively identify the user's identity.

Explanation

The third action to resolve the issue is to positively identify the user's identity.

6. Based on the previous question, "a client calls and exclaims they have forgotten their password." What is your second action to resolve the issue?

Remotely login to the system and reset the users password

Get in you vehicle, go to the site and make sure the user's caps lock is off

Positively identify the user's identity.

Determine if the user is logging into a local machine, domain or web application

The second action to resolve the issue of a client forgetting their password is to determine if the user is logging into a local machine, domain, or web application. This step is important because it helps in understanding the specific system or platform the user is trying to access. Based on this information, appropriate measures can be taken to reset the password or provide further assistance accordingly.

Explanation

The second action to resolve the issue of a client forgetting their password is to determine if the user is logging into a local machine, domain, or web application. This step is important because it helps in understanding the specific system or platform the user is trying to access. Based on this information, appropriate measures can be taken to reset the password or provide further assistance accordingly.