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Multiple-choice questions

1. What is the primary role of a helpdesk?

   a. Hardware repair

   b. Software development

   c. Customer support and issue resolution

   d. Marketing and sales


2. Which of the following best describes a Tier 1 helpdesk?

   a. Provides advanced technical support

   b. Handles complex software development tasks

   c. Deals with basic user inquiries and issues

   d. Manages cybersecurity operations


3. Which communication channel is commonly used for helpdesk support?

   a. Social media

   b. Video conferencing only

   c. Email, phone, and live chat

   d. Fax


4. What does SLA stand for in the context of a helpdesk?

   a. Service Level Agreement

   b. Software License Agreement

   c. Service Language Assessment

   d. System Loading Assessment


5. Which of the following is NOT a common helpdesk software feature?

   a. Ticketing system

   b. Inventory management

   c. Web development tools

   d. Knowledge base


6. A user reports a slow internet connection. What type of helpdesk request is this?

   a. Hardware issue

   b. Software issue

   c. Connectivity issue

   d. Security breach


7. What is the purpose of a knowledge base in a helpdesk system?

   a. To store employee personal information

   b. To track hardware inventory

   c. To provide solutions to common issues

   d. To schedule helpdesk appointments


8. In ITIL (Information Technology Infrastructure Library) terms, what does "Incident Management" primarily deal with?

   a. Managing software licenses

   b. Handling unexpected issues and outages

   c. Developing IT policies

   d. Conducting hardware maintenance


9. What is the key goal of a Tier 2 helpdesk?

   a. Providing basic information

   b. Handling complex technical issues

   c. Conducting user training sessions

   d. Managing office supplies


10. What is the purpose of a helpdesk ticket?

    a. To track user's social media activity

    b. To record and manage user support requests

    c. To issue software licenses

    d. To track employee attendance


Answers:

1. c. Customer support and issue resolution

2. c. Deals with basic user inquiries and issues

3. c. Email, phone, and live chat

4. a. Service Level Agreement

5. c. Connectivity issue

6. c. To provide solutions to common issues

7. b. Handling unexpected issues and outages

8. b. Handling complex technical issues

9. b. To record and manage user support requests

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