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24 Cards in this Set
- Front
- Back
What is a Help Desk? |
Its an organization that provides single point of contact for users in need of technical support |
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Have you worked as a Help Desk Analyst? |
Yes, I have worked as a Help Desk Analyst and provided information and assistance to the users of a computer network. I was a part of first-level support and under a general supervision I used to diagnose and resolve technical and end-user problems in a customer service oriented team environment. As Help Desk Analyst my job was to Install, maintain and support PC software, hardware and peripherals. I have provided administrative support such as network access, permissions and file restorations. I have worked with other members to troubleshoot complex technical problems |
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What are the different forms of a help desk? |
I. Phone II. Face to Face III. Email IV. Web |
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As a Help Desk Analyst what steps do you take to resolve an issue? |
I. I will identify the problem II. I will establish a theory of probable cause III. I will test the theory to determine the cause IV. I will establish a plan of action to resolve the problem and implement the solution V. I will verify full system functionality & implement preventative measures V. I will Document findings, actions, and outcomes
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What are the various levels of support? |
I. Incident Screener II. Product Specialist III. Technical Support IV. Support Manager |
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Name a few self-management skills for Help Desk Analyst? |
I. Stress-management skills II. Time-management Skills III. Organizational Skills IV. Learning and information-retrieval skills |
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What parameters have great impacts on your customer's satisfaction: |
I. Response time II. Resolve time III Status Updates |
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What metrics are used to track helpdesk performance? |
I. Wait time in the queue-Time to wait for a helpdesk professional to come on the line II. Average Talk Time- Time helpdesk professional and the caller spend on the line III. Average Handling time-Its talk time plus any wrap-up or hold time. IV. Service Level- Percentage of calls answered within a specific time frame V. Calls per hour- The number of calls or inquiries per hour are agent specific VI. After Call Work- Time to process a customer request not on the phone VII. First Call Resolution Number of calls resolved in one call VIII. Total calls Abandoned- Due to long hold times customer gives up on the call IX. Idle time- percentage of time spent by an agent not ready to take the next call V |
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What are your suggestions for sharing a workspace? |
I. Use shared areas with respect and courtesy II. Avoid foods with strong smells III. Use discretion when displaying personal items |
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Which component is the foundation for the personal computer? |
Motherboard |
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How will you view information about system events and application errors on Windows? |
Event Viewer |
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Which network protocol have you used? |
TCP/IP - Transmission Control Protocol/Internet Protocol |
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How will you repair data reading errors on a drive? |
CHKDSK |
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As a Help Desk Analyst what steps will you take for removing malware? |
I will use anti-spy ware, anti-virus and recovery console |
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How will you view information about system events and applications errors on Windows? |
Event Viewer |
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Which protocol have you used? |
TCP/IP transmission control protocol/ internet protocol |
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How will you repair data reading errors on a drive? |
CHKDSK |
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As a Help desk Analyst what steps will you take for removing malware |
I will use ant-spy ware, anti-virus and recovery console |
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A user complains about lockups and reboots of his PC what could be the reason |
Most of the time it's a failing power supply
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What can you do to optimize hard drive performace on Windows |
I will use Defrag to speed up hard drive and computer's overall performance by optimizing file system |
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A user complains about a frozen screen what could be the issue |
Not enough memory |
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How you do Windows IP Configuration |
Ipconfig
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Have you seen the Blue Screen of Death? |
The Blue Screen of Death shows a blue screen that displays a stoop or fatal error message, indicating that Windows has a become unstable and stop |
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How do you troubleshoot DNS problems |
Use nslookp-query internet name servers interactively |