FBLA Help Desk Sample Questions (Practice & Study Guide)

FBLA Help Desk Sample Questions (Practice & Study
Guide)

1. The ITIL Service Support model focuses on: ensuring users have
ac-
cess to the tools they
need
to make the business
work

2. A policy is a: principle or protocol
to
guide decision making

3. Which is true about a presentation's objective? Presentations are pre-
ferred over memos to
meet your objective

4. Skills that are unique to the profession that the service industry
knowledge
desk supports, such as accounting or banking skills
are called
5. What are measurable objectives for analysts that service desk analyst
sup- port the service desk's mission called?
per- formance
6. A goal of support service providers that seeks to objectives
in- crease user self-sufficiency and reduce a user's
depen- dence on support service is self-reliance
7. A is a communications center that
provides a single point of contact (SPOC) between
a company and its customers, employees, and
business partners. service desk

8. Ensuring customer satisfaction is the goal of the customer support
center
9. Which one of the following is a benefit of self- provide users with a
service technical support?
24x7 option for some
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, FBLA Help Desk Sample Questions (Practice & Study
Guide)

level of technical support

10. Help desk support is generally not provided by the use social media
of:




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11