Synetec Service Desk Quiz

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Quizzes Created: 1 | Total Attempts: 50
Questions: 17 | Attempts: 52

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Synetec Service Desk Quiz - Quiz


Questions and Answers
  • 1. 

    What is the difference between Tier 1 and Tier 2 Support on the Service Desk

  • 2. 

    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?

    • A.

      Are you having a bad day?

    • B.

      Please may I have your company name, full name and number?

    • C.

      Try a new application

    • D.

      Is the wifi connected?

    Correct Answer
    B. Please may I have your company name, full name and number?
    Explanation
    The correct answer is "Please may I have your company name, full name and number?" This is the most appropriate first question because it allows the computer technician to gather essential information about the user and their company. This information is necessary for proper documentation and to ensure that the technician has the correct contact details for further communication or troubleshooting. It also helps in identifying the user's specific account or system configuration, which can aid in resolving the software application issue efficiently.

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  • 3. 

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

    • A.

      Check the printer is plugged into the power

    • B.

      Check that the printer is connected directly to computer

    • C.

      Check if the username and password is still valid

    • D.

      Reboot the computer

    Correct Answer
    B. Check that the printer is connected directly to computer
    Explanation
    The first step in diagnosing a printing issue is to check that the printer is connected directly to the computer. This is important because if the printer is not properly connected to the computer, it will not be able to receive print commands or communicate with the computer. By ensuring that the printer is connected directly to the computer, you can eliminate any potential issues related to connectivity or communication between the two devices.

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  • 4. 

    Customers who call for support normally have already troubleshooted their issue

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement "Customers who call for support normally have already troubleshooted their issue" is false. When customers call for support, it is often because they have been unable to troubleshoot and resolve the issue on their own. They may have tried basic troubleshooting steps but were unsuccessful in resolving the problem. Therefore, they seek assistance from customer support to help them troubleshoot and find a solution to their issue.

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  • 5. 

    What is the following shortcut used for ctrl-V

    Correct Answer
    paste
    Explanation
    The given shortcut "ctrl-V" is used for the action of pasting. This means that when you press "ctrl-V" on your keyboard, it will paste the copied content from the clipboard into the current location, such as a document, text field, or any other compatible application. This shortcut is commonly used to quickly transfer or duplicate content from one place to another without the need for manual copying and pasting.

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  • 6. 

    1 MB equals

    • A.

      1000 bytes

    • B.

      1024 KB

    • C.

      100 0024 GB

    • D.

      1001 megs

    Correct Answer
    B. 1024 KB
    Explanation
    The correct answer is 1024 KB because 1 MB is equal to 1024 kilobytes. The prefix "kilo" in the metric system represents 1000, but in the context of digital storage, it is commonly used to represent 1024. This is because digital systems use binary (base-2) numbering, where each digit can be either 0 or 1. Therefore, 1 MB is equal to 1024 KB in digital storage.

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  • 7. 

    Which one is NOT an output device?

    • A.

      Printer

    • B.

      Mouse

    • C.

      Modem

    • D.

      Keyboard

    Correct Answer
    D. Keyboard
    Explanation
    A keyboard is an input device, not an output device. It is used to input data into a computer system by pressing keys, whereas output devices are used to display or produce information from the computer system, such as printers, monitors, and speakers. Therefore, the keyboard does not belong to the category of output devices.

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  • 8. 

    Which one is not a browser?

    • A.

      Safari

    • B.

      Firefox

    • C.

      Opera

    • D.

      Thunderbird

    Correct Answer
    C. Opera
    Explanation
    Opera is not a browser. Opera is actually a web browser, so it is incorrect to say that it is not a browser.

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  • 9. 

    What does ITIL stand for ?

    Correct Answer
    Information Technology Infrastructure Library
    Explanation
    ITIL stands for Information Technology Infrastructure Library. ITIL is a set of best practices and guidelines for managing IT services. It provides a framework for organizations to align their IT services with the needs of the business. The library consists of a collection of books and documents that cover various aspects of IT service management, including service strategy, design, transition, operation, and continual improvement. By following the principles of ITIL, organizations can improve the efficiency, effectiveness, and quality of their IT services, leading to better customer satisfaction and business outcomes.

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  • 10. 

    What is bandwidth?

    • A.

      The speed at which data can be transferred from server to client

    • B.

      A measurement of how much information can be carried in a given time period (usually a second) over a wired or wireless communications link.

    • C.

      The speed at which the user types on the keyboard and the information is transferred to the monitor

    • D.

      When you are able to transfer information between two points in a mili-second

    Correct Answer
    B. A measurement of how much information can be carried in a given time period (usually a second) over a wired or wireless communications link.
    Explanation
    Bandwidth refers to the measurement of how much information can be carried in a given time period, typically a second, over a wired or wireless communications link. It is not related to the speed at which data is transferred from server to client, the user's typing speed, or the time taken to transfer information between two points. Bandwidth is a crucial factor in determining the speed and capacity of data transmission in networks.

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  • 11. 

    How do you respond when you do not know the answer?

    • A.

      Tell the customer to call back

    • B.

      Keep the customer talking and reply as if you are the authority on the subject

    • C.

      Transfer customer to colleague

    • D.

      Tell the customer you will get back to them with an answer

    Correct Answer(s)
    C. Transfer customer to colleague
    D. Tell the customer you will get back to them with an answer
    Explanation
    When you do not know the answer, the best response is to transfer the customer to a colleague who may have the necessary knowledge or expertise to assist them. Additionally, you should reassure the customer that you will personally follow up with them and provide an answer as soon as possible. This approach ensures that the customer's needs are addressed promptly and professionally, while also maintaining their confidence in your ability to assist them.

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  • 12. 

    Under which circumstances is it acceptable to ask a caller closed questions?

    • A.

      When trying to establish the route cause of a problem

    • B.

      When a caller is getting long winded about their problem

    • C.

      When logging a new service request

    • D.

      When carrying out a quality review of a call

    Correct Answer
    D. When carrying out a quality review of a call
    Explanation
    Closed questions are typically used when gathering specific information or seeking a concise response. When carrying out a quality review of a call, closed questions can be useful to gather specific details about the conversation, evaluate the effectiveness of the call handling process, and ensure that the agent followed proper protocols. By asking closed questions during the review, the reviewer can focus on specific aspects of the call and gather relevant data to assess the quality of the interaction.

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  • 13. 

    What is the most common type of memory found in a typical PC?

    • A.

      DDR

    • B.

      RAM

    • C.

      ROM

    • D.

      DDR2

    Correct Answer
    B. RAM
    Explanation
    RAM (Random Access Memory) is the most common type of memory found in a typical PC. It is a volatile memory that allows the computer to store and access data quickly. Unlike ROM (Read-Only Memory), RAM can be both read from and written to, making it essential for the computer's functioning. DDR (Double Data Rate) and DDR2 are types of RAM, so they are not the most common type, while ROM is a non-volatile memory that stores permanent instructions for the computer and is not as commonly used as RAM.

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  • 14. 

    Where is the BIOS stored on a standard PC?

    • A.

      RAM

    • B.

      SSD

    • C.

      ROM

    • D.

      HDD

    Correct Answer
    C. ROM
    Explanation
    The BIOS (Basic Input/Output System) is stored on a standard PC in Read-Only Memory (ROM). ROM is a type of non-volatile memory that retains its data even when the computer is turned off. The BIOS is responsible for initializing hardware components and loading the operating system during the boot process. It is stored in ROM to ensure that it remains accessible and unchangeable, providing a stable and consistent foundation for the computer's operation.

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  • 15. 

    Which two form factors of motherboards are most commonly used today?

    • A.

      USB 2.0 and HDMI

    • B.

      Micro-ATX and Mini-ITX

    • C.

      ATX and ITX

    • D.

      Nano-ITX and Pico-ITX

    Correct Answer
    C. ATX and ITX
    Explanation
    ATX and ITX are the correct answers because they are the most commonly used form factors of motherboards today. ATX is a standard form factor that is widely used in desktop computers, offering a larger size and more expansion slots. ITX, on the other hand, is a smaller form factor commonly used in compact and miniaturized systems, such as small form factor PCs and HTPCs. These two form factors cater to different needs and preferences, making them the most popular choices in the market.

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  • 16. 

    How can a user prevent someone from tracking his or her location when using a mobile device?

    • A.

      Disable location tracking in the browser

    • B.

      Change your IP address

    • C.

      Disable device tracking on the mobile device.

    Correct Answer
    C. Disable device tracking on the mobile device.
    Explanation
    To prevent someone from tracking their location when using a mobile device, the user should disable device tracking on the mobile device. This can typically be done through the device's settings or privacy options. Disabling device tracking will prevent any apps or services from accessing the device's GPS or location data, ensuring that the user's location remains private and cannot be tracked.

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  • 17. 

    Which of the following is NOT one of the four key elements of Service Design?

    • A.

      People

    • B.

      Process

    • C.

      Partner

    • D.

      Price

    Correct Answer
    D. Price
    Explanation
    The four key elements of Service Design are people, process, partner, and price. Price is not one of the key elements because it is typically considered a part of the marketing or pricing strategy, rather than being directly related to the design of the service itself. Service Design focuses on designing the service experience, ensuring that it meets the needs and expectations of the customers.

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