Help Desk Training Quiz

9 Questions | Total Attempts: 121

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Help Desk Quizzes & Trivia

To assess the knowledge of newly hired and trained analyst


Questions and Answers
  • 1. 
    You get a call from user who is having an Outlook incident, but no one else is having this incident.  You log the incident and escalate to which group?
    • A. 

      DC-Oakland

    • B. 

      Exchange

    • C. 

      Outlook Support

    • D. 

      PC Support

  • 2. 
    Someone calls you and asks how he/she gets a shared drive created.  What do you advise?
  • 3. 
    I get a call from a Physician Services user.  User cannot open personal folders in Outlook.   You can transfer the call to 7-EPIC.  True or False
    • A. 

      True

    • B. 

      False

  • 4. 
    You get a call from a user who needs a Cerner account.  You look in IMS to find user does not have an account.  You recommend user get an account by applying for one in IMS.    User responds "I don't have time for this sh&*.  I need this done NOW!"   How and what do you respond?
  • 5. 
    What are the 3 most crucial pieces of information to be attained for a hardware call?
    • A. 

      Size of Hardware, Location, DHCP or static ip address

    • B. 

      Vendor Packaging, Outlet Indentifier, Port id

    • C. 

      Serial Number, Ip address, Make and Model

  • 6. 
    User calls and says she was told to call in and get an activation code for Connect.   What do you do?
  • 7. 
    User calls and requests that a hole be drilled in the desk so that a cable can be easily strung through for a PC.  What would you advise?
  • 8. 
    User is calling to request an incrrease in m drive quota.   What would you advise?
    • A. 

      Advise user to call his/her manager.

    • B. 

      Let them know that the quota allocated is sufficient.

    • C. 

      Advise user to go to Infonet web site and submit a Quota Request form

    • D. 

      Suggest that user save files to c drive.

  • 9. 
    Someone wants to change their address information in the Employee Directory.  You would advise which of the following:
    • A. 

      Advise user to go to IMS and submit changes via IMS.

    • B. 

      Advise user to change the properties in Employee Directory.

    • C. 

      Let user know that these changes are not permitted.

    • D. 

      Tell user to post mail changes to HR