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I - Write True If The Statement Is Correct and False If It Is Incorrect

1. The document is a trainees evaluation form from W/R Siheen Polytechnic College that contains questions to evaluate trainees. 2. The questions cover important help desk concepts like documenting solutions, training users, obtaining approval before working on computers, using open and closed questions, recording details of requests, and escalating problems to a higher priority. 3. It also asks the trainee to identify the correct skills required for a help desk position, methods for contacting a help desk, and tasks performed by help desk staff.

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Mekuriaw Mezgebu
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36 views

I - Write True If The Statement Is Correct and False If It Is Incorrect

1. The document is a trainees evaluation form from W/R Siheen Polytechnic College that contains questions to evaluate trainees. 2. The questions cover important help desk concepts like documenting solutions, training users, obtaining approval before working on computers, using open and closed questions, recording details of requests, and escalating problems to a higher priority. 3. It also asks the trainee to identify the correct skills required for a help desk position, methods for contacting a help desk, and tasks performed by help desk staff.

Uploaded by

Mekuriaw Mezgebu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Logo Institution Name ወ/ሮ ስህን ፖሊቴክኒክ ኮሌጅ Doc No.

W/R SIHEEN POLYTECHNIC COLLEGE


OF/WSPC/012-005

Trainees Evaluation form Issue No 1 Page No


Page 1 of 2

UC: Record client support requirement

Name _________________________________________ID No. _______________

I . Write true if the statement is correct and false if it is incorrect

1. Documenting the solution to a client problem is important


2. When working on a Help Desk you may be required to train users
3. It is not necessary to cost the solution to a problem before implementation.
4. Users should only contact a Help Desk by telephone.
5. Closed questions are used to obtain specific information from a user
6. Staff working on a Help Desk need to record the details of requests made to the Help Desk
7. When working on a Help Desk, escalating a problem means assigning it to a higher priority
II. Choose the correct answer from the given alternative and Circle out it
1. You are interested in obtaining a position working on a help desk. What skills are required?
A. knowledge of operating systems and computer hardware.
B. good customer service skills. C .good communication skills D. all of the above

2. Methods that can be used to contact a help desk include

A. telephone C. email
B. web-based form D. any of the above

3. It is important for a help desk technician to obtain approval from a client, before starting work on their
computer so that:
A. the client can delete data files. C. the costing of the solution has been agreed upon.
B. the client can have user training. D. the employee database can be updated
4. A type of questions which can be answered by a single answer or yes/no response.
A, Open question C. Detail recording
B. Closed question. D. all
5. Tasks that may be performed by staff working on a help desk are
A. solving problems with computer hardware C. providing training for end users
B. providing user services D. all
III. Marching
A B
1. A formal agreement between a service provider and a client A. Help desk
2. The next level of support from first level support, typically B. One-on-one training
with more specialized C. Procedure
3. Instructions developed to perform a particular task D. Second level support
4. Training conducted with one individual E. First level support
5. First point of contact for provision of technical F. Service level agreement
support for end users of computer systems. G. Warranty
Ans. 1.________ 2.___________ 3. _________4__________ 5.

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