Our experts have gathered these Help Desk Skills MCQs through research, and we hope that you will be able to see how much knowledge base you have for the subject of Help Desk Skills by answering these 50+ multiple-choice questions.
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A. Number of calls received.
B. Number of calls transferred.
C. Number of calls dropped.
D. Number of calls held waiting for given periods of time.
E. All of the above
A. Closing the call, and call logging.
B. Break times, lunch and when the office is closed.
C. Diagnosing the problem, and providing a solution to the problem.
D. a and c
E. a and b
A. A system that can examine the best areas for improvement in the service offered by the helpdesk.
B. A system that logs the most commonly reported issues so helpdesk staff can learn from the history of their operations.
C. A wide range of software and systems in usage that reflects the expertise of the helpdesk staff.
D. Long opening hours for the helpdesk by keeping it open on the weekends and in the evenings.
E. All of the above
A. An online system whereby customers are placed in a waiting order before their 'ticket' is the next in line and their call can be dealt with.
B. The same as a) but always involving a log-in system so callers can check on their status; otherwise it is not a true 'trouble ticket system.'
C. A system whereby customers e-mail their question, and it is answered on a random basis.
D. A lottery machine that customers can use while they wait for their complaint to be addressed.
E. A system of buying tickets to purchase discounted software.
A. It is the percentage of total calls handled by the call center.
B. It does not include calls where customers hang up before reaching an agent.
C. It is the percentage of total calls that do not reach the agents.
D. It is the percentage of total calls handled successfully by the call center.
E. a and b
A. Being good at listening.
B. Developing a rapport by matching the caller's tone, tempo, and word usage.
C. Having a pleasant telephone voice.
D. "Placing" the caller's complaint and "leading" them to a solution?
E. All of the above
A. How the competition is gearing up to counter the huge popularity of the product.
B. The most valuable unique advantage of the product.
C. All the best features of the product.
D. The shooting sales of the product.
A. You will be handling calls for a large financial institution.
B. You will be handling calls for a very profitable client of the company.
C. You will be handling calls for a business concern that is considered a large organization by your company.
D. You will be handling calls for a business concern along with several other members from your company.
E. All of the above
A. The complexity and age of your IT systems, whether automated or operated by the staff.
B. Ensuring the office works on a strict 9 to 5 basis.
C. Ongoing comprehensive training to all levels of management and staff.
D. a and c
E. a and b
A. What you are wearing to work that day.
B. Whether or not the customer makes additional purchases with the company.
C. Whether or not you are addressing the customer's concerns.
D. Whether or not you are using the customer's full name (unless you have been permitted by him to use his first name).
E. c and d
A. Microsoft Word
B. Microsoft Excel
C. Adobe PhotoShop
D. Microsoft PowerPoint
E. None of the above
A. DSL faults, problems escalated from lower levels.
B. Difficult technical problems, and annoyed/aggressive customers.
C. Offering help with things like the dialer, email, DSL setup.
D. Help with advising new staff, especially as you become more experienced.
E. Possibly all of the above; it depends on the circumstances of the specific helpdesk.
A. Open as a text file.
B. Open the document in RTF.
C. Download the 'recover text from any file' option.
D. Open the free Microsoft Word viewer.
E. None of the above
State whether the following statement is true or false:
The average length of a call is the time required to process a customer call, from the initial receipt to the final closure and does not include the off-phone time.
A.
B.
False
A. You'll ask
B. You'll ask ''Who's calling please?'' and, after finding out the caller's name, you'll ask your colleague whether he would like to talk to the caller
C. You'll pass the phone on to your colleague without saying anything to the caller
D. You'll say ''Just a second'' and pass the phone on to your colleague
A. A study of the product's strengths and weaknesses.
B. The margin that a selling company adds to the cost of a product while selling.
C. A reduction in profits due to an increase in the cost of production.
D. A hike in the price of the product to achieve better profits.
A. Microsoft Access
B. Adobe PhotoShop
C. Microsoft Excel
D. Microsoft Word
E. Microsoft PowerPoint
A. Do not add a CC to a special offer e-mail as it can be viewed by all the recipients.
B. Keep the e-mail very brief and to the point.
C. Add a proper title to the e-mail.
D. Clean up forwards that are automatically pasted at the end of E-mail replies
E. c and d
A. That you understand their concern and sympathize with their frustration.
B. That it may take a while, and involve temporarily being placed on hold, but you will deal with their concern shortly.
C. That you have an idea about what could be wrong, and that you will find a solution one way or another.
D. That you can help solve the problem when your manager or supervisor returns.
E. a and c
A. Hello, I am Steve calling from A1 Marketing. Please get back to me at my office numbers as soon as possible. Thanks.
B. Hello, I am Steve calling from A1 Marketing. I called you at 1:00 pm to let you know that we are announcing a new pricing offer. Please get back to me at my office numbers as soon as possible. Thanks.
C. Hello, I am Steve calling from A1 Marketing. I called to let you know that we are announcing a new pricing offer. Please get back to me at my office numbers as soon as possible. Thanks.
D. Hello, I am Steve calling from A1 Marketing. I called you at 1:00 pm. Please get back to me at my office numbers as soon as possible. Thanks.
A. Conversation preview
B. Sign-posting
C. Pre-sales talk
D. Symbiotic selling
E. All of the above
A. Spreadsheet Software
B. Database Software
C. Word Processor Software
D. Mail Merge Software
E. None of the above
A. A single point of contact in the Company for answering customer complaints and requests.
B. The reservation booking office at the local travel agent.
C. The enquiry counter at the local museum.
D. The receptionist at a dentist surgery.
E. a and c
A. Internet Explorer
B. Windows Navigator
C. Windows Explorer
D. Windows Mapper
E. Mozilla Firefox
A. Are there other printers connected to the computer, and is the current printer the default printer?
B. Are you sure it hasn't already printed and the paper is on the floor somewhere?
C. Is the printer switched on, ready, not jammed, contains paper and are all leads connected?
D. Perhaps you should consider a new printer? Do you know how little they cost now?
E. a and c
A. More expensive workstations.
B. IM, java-type help with online trouble ticketing, call waiting.
C. Longer work breaks.
D. Less pay for less time in the office.
E. Fewer supervisors and more like-minded colleagues.
A. IT helpdesk agents
B. Technical support representatives and engineers
C. Field engineers
D. a, b and c
E. Customers and callers.
A. 5%
B. 20%
C. 25%
D. 40%
E. None of the above
A. No real danger — a technical person always has good interpersonal skills.
B. They may be patronizing about errors they see as very minor.
C. It may be more difficult to work alongside them in the office due to their limited interpersonal skills.
D. They may not come to work as technical people are often lazy.
E. b and c
A. Salary bonus: $6799.22
B. Stationery: $123.43
C. Refreshments: $789.43
D. Electricity: $767.33
A. $8478.33
B. $8479.41
C. $8577.22
D. $8500
E. None of the above
A. The number of calls that falls below a certain level over a given period of time.
B. The number of calls to the helpdesk that are wrong numbers.
C. The number of calls made rather than received by the helpdesk.
D. The number of calls cut off between the caller and the helpdesk, often accidentally by the helpdesk system.
E. None of the above
A. Just undergraduate and postgraduate students.
B. Policemen, detectives, firemen, doctors.
C. Alumni, students, staff, faculty, administrators etc.
D. b and c
A. $2000
B. $2310
C. $2400
D. $2100
E. None of the above
A. Unresolved calls
B. Only logged calls
C. Open calls
D. Process calls
E. Pipeline calls
A. No, interpersonal skills always come first even if you can help the caller only in a limited way technically.
B. Yes, politeness is secondary to whether you can actually solve the caller's problem or not.
C. Interpersonal and technical skills must work together — you must be able to deal politely with a caller, and at the same time, have technical knowledge to advise them proficiently too.
D. None of the above.
A. Ask the branch office to install the same version of Word.
B. Send the document as an e-mail attachment.
C. Password protect the document.
D. Paste the contents of the document into the e-mail.
E. Use the export document feature in Word.
A. Leaving the computer on all night.
B. Downloading games and songs from the internet.
C. Using a PC more than a month old.
D. Installing software from a CD-Rom or thumb drive without knowing its origin.
E. b and d
A. The percentage of total calls received in the case of which the caller hung up or which queued before reaching the support staff.
B. The percentage of total calls received but for which no acceptable solution or reply was provided to the caller.
C. The percentage of total calls received but not answered due to shortage of agents.
D. The percentage of total calls received that are terminated before an acceptable solution or reply is given to the caller.
A. Nothing: 'yes' and 'no' answers will lead you to the solution eventually.
B. They do not get to the root of the problem but work as a process of elimination which can be too slow.
C. It would be better to ask the customer to describe what they were doing when the error occurred and the specifics of the problem.
D. b and c
E. None of the above
A. Think fast, leave early.
B. Save your best advice to the end of the day in case there is a particularly aggressive caller, or difficult problem.
C. Answer the phone quickly, and resolve problems effectively without passing customers around.
D. Answer the phone quickly, and refer callers to somebody else the moment you get stuck dealing with them.
E. First thought, best thought.
A. Advising the caller to log-in using a different computer even if he or she has to change location.
B. Referring them to your boss after asking a few preliminary questions.
C. Asking the caller to check the basics i.e. whether the password is correct, the caps lock key
D. Asking the caller for his or her log-in id and password, and insisting on the information if he or she is reluctant to give them.
A. Resetting all computers due to an incredibly large order coming through.
B. A formal agreement from the client to buy the product. This agreement can be through phone, e-mail or fax.
C. A request by the client to the Company to contact him about a particular product or service.
D. A comment from the client that indicates that he is considering, to whatever extent, buying your product.
A. Whether they can make tea or coffee for other staff.
B. How well travelled they are in the world.
C. How polite and helpful they can be on the telephone.
D. Previous Help Desk experience, with references, in the same industry.
E. c and d
A. Marketing, presentation, and staff management skills.
B. General knowledge of computer systems in terms of hardware as well as software in order to advise the caller professionally.
C. Up-to-date knowledge of new computer technology.
D. Ability to keep good records, and accounting skills.
E. All of the above
A. Send the picture as a zipped file in the e-mail.
B. Fax it, even if you've been advised to e-mail it because their fax machine is not always working.
C. Send the picture as an attachment with the e-mail.
D. a and c
E. a and b
A. What were you doing when the error started? And what is the exact error message?
B. Where did you buy the computer?
C. Have you recently installed any software or made any other changes?
D. Does it affect all machines or just yours?
E. a, c and d
A. Promotion
B. Raising
C. Incrementing
D. Escalation
E. Handshake
A. Average Response Time (ART)
B. Average Interaction Period (AIP)
C. Average Voice Stage (AVS)
D. Average Talk Time (ATT)
A. Logging the call.
B. Asking the customer what speed he is getting.
C. Asking the employee for a proof that he is a valid customer.
D. Suggesting an immediate remedy such as rebooting the computer.
E. None of the above