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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.