SYSTEM ADMINISTRATOR QUESTIONS AND ANSWER

 

1. What is Linux primarily known as?

a) A web server

b) An operating system

c) A programming language

d) A hardware platform

View Answer

Answer: b

Explanation: Linux is primarily known as an operating system, specifically a family of open-source Unix-like operating systems based on the Linux kernel.

2. Who is the creator of the Linux kernel?

a) Linus Torvalds

b) Richard Stallman

c) Bill Gates

d) Steve Jobs

View Answer

Answer: a

Explanation: Linus Torvalds is the creator of the Linux kernel, which he first released in 1991.

3. Which of the following statements is true about Linux?

a) It is a proprietary operating system

b) It is only used on servers

c) It is an open-source operating system

d) It does not support multitasking

View Answer

Answer: c

Explanation: Linux is an open-source operating system, meaning its source code is available for anyone to view, modify, and distribute.

4. Which of the following is a popular Linux distribution?

a) Windows

b) Ubuntu

c) MacOS

d) Android

View Answer

Answer: b

Explanation: Ubuntu is a popular distribution of Linux, known for its user-friendly interface and widespread use in both desktop and server environments.

5. What is the significance of the Linux kernel?

a) It provides a graphical user interface

b) It manages system resources and hardware communication

c) It stores user data

d) It compiles software programs

View Answer

Answer: b

Explanation: The Linux kernel is the core component of the operating system that manages system resources, hardware communication, and system calls from user applications.

6. What command is used to display the version of the Linux kernel running on your system?

a) version

b) uname -r

c) kernel

d) sysinfo

View Answer

Answer: b

Explanation: The `uname -r` command displays the version of the Linux kernel currently running on the system.

7. Which command is used to update the package index in Debian-based systems?

a) apt-get update

b) yum update

c) pkg update

d) updatepkg

View Answer

Answer: a

Explanation: The `apt-get update` command is used to update the package index on Debian-based systems, such as Ubuntu.

8. In Linux, what is the purpose of the ‘root’ user?

a) A standard user with limited permissions

b) The system administrator with full privileges

c) A guest user

d) A service account

View Answer

Answer: b

Explanation: The ‘root’ user is the system administrator in Linux, having full access and control over the system.

9. What does the ‘ls -a’ command do?

a) Lists all files except hidden ones

b) Lists all files including hidden ones

c) Lists only directories

d) Lists files in a detailed format

View Answer

Answer: b

Explanation: The `ls -a` command lists all files and directories in the current directory, including hidden ones (those starting with a dot).

10. Which of the following commands is used to change the current directory?

a) cd

b) change

c) goto

d) setdir

View Answer

Answer: a

Explanation: The `cd` (change directory) command is used to change the current working directory in Linux.

11. Which command is used to list all files and directories in a Linux system?

a) ls

b) dir

c) list

d) show

View Answer

Answer: a

Explanation: The `ls` command is used to list files and directories in the current directory in Linux.

12. Which command is used to change the ownership of a file in Linux?

a) chown

b) chmod

c) chgrp

d) mv

View Answer

Answer: a

Explanation: The `chown` command is used to change the ownership of files and directories in Linux.

13. Which file contains the list of users in a Linux system?

a) /etc/users

b) /etc/passwd

c) /etc/groups

d) /etc/userlist

View Answer

Answer: b

Explanation: The `/etc/passwd` file contains user account information, including usernames and user IDs.

14. Which command is used to display the current working directory?

a) pwd

b) current

c) dir

d) ls

View Answer

Answer: a

Explanation: The `pwd` (print working directory) command displays the full path of the current directory.

15. Which command is used to copy files in Linux?

a) copy

b) cp

c) mv

d) xcopy

View Answer

Answer: b

Explanation: The `cp` command is used to copy files and directories in Linux.

16. Which of the following commands will display the contents of a file?

a) cat

b) view

c) show

d) display

View Answer

Answer: a

Explanation: The `cat` command is used to display the contents of a file in the terminal.

17. Which command is used to search for a specific text string in a file?

a) grep

b) find

c) search

d) locate

View Answer

Answer: a

Explanation: The `grep` command is used to search for specific text patterns within files.

18. Which command will change the current directory to the home directory?

a) cd ~

b) cd /home

c) cd .

d) cd ..

View Answer

Answer: a

Explanation: The command `cd ~` changes the current directory to the user’s home directory.

19. What does the ‘chmod’ command do?

a) Change file ownership

b) Change file permissions

c) Change file name

d) Change file location

View Answer

Answer: b

Explanation: The `chmod` command is used to change the permissions of a file or directory in Linux.

20. Which command is used to create a new directory?

a) newdir

b) mkdir

c) createdir

d) dircreate

View Answer

Answer: b

Explanation: The `mkdir` command is used to create new directories in the file system.

21. Which command can be used to display the last lines of a file?

a) tail

b) head

c) end

d) last

View Answer

Answer: a

Explanation: The `tail` command displays the last few lines of a file in the terminal.

22. Which command is used to compress files in Linux?

a) zip

b) gzip

c) compress

d) tar

View Answer

Answer: b

Explanation: The `gzip` command is used to compress files in Linux, producing a .gz file.

23. Which command displays the manual for another command?

a) help

b) man

c) guide

d) info

View Answer

Answer: b

Explanation: The `man` command is used to display the manual pages for other commands in Linux.

24. Which command is used to install a package in Debian-based distributions?

a) install

b) apt-get

c) yum

d) pkg

View Answer

Answer: b

Explanation: The `apt-get` command is used to install and manage packages in Debian-based Linux distributions.

25. What does the ‘df’ command do?

a) Display free disk space

b) Display file permissions

c) Display system processes

d) Display current users

View Answer

Answer: a

Explanation: The `df` command displays information about disk space usage on mounted filesystems.

26. Which command is used to remove files in Linux?

a) delete

b) rm

c) rmdir

d) erase

View Answer

Answer: b

Explanation: The `rm` command is used to remove files and directories in Linux.

27. Which command shows the current processes running in the system?

a) list

b) ps

c) top

d) run

View Answer

Answer: b

Explanation: The `ps` command displays information about currently running processes on the system.

28. Which file is responsible for the boot loader configuration in Linux?

a) /etc/boot.conf

b) /boot/grub/grub.cfg

c) /boot/loader.conf

d) /etc/grub.cfg

View Answer

Answer: b

Explanation: The `/boot/grub/grub.cfg` file is the configuration file for the GRUB boot loader.

29. Which command can be used to monitor real-time system performance?

a) monitor

b) top

c) perf

d) stat

View Answer

Answer: b

Explanation: The `top` command provides a dynamic view of system processes and their resource usage in real time.

30. Which command can be used to view the contents of a directory in a detailed format?

a) ls -l

b) dir -l

c) list -a

d) ls -a

View Answer

Answer: a

Explanation: The `ls -l` command displays files and directories in a detailed (long) format, including permissions, owner, size, and modification date.

31. Which of the following is a Linux distribution?

a) Ubuntu

b) Windows

c) MacOS

d) Solaris

View Answer

Answer: a

Explanation: Ubuntu is a popular distribution (distro) of Linux, while Windows and MacOS are not Linux-based operating systems.

32. What is the default shell for most Linux distributions?

a) tcsh

b) bash

c) sh

d) zsh

View Answer

Answer: b

Explanation: The default shell for most Linux distributions is `bash` (Bourne Again SHell).

33. Which command is used to check network connectivity in Linux?

a) netstat

b) ping

c) trace

d) route

View Answer

Answer: b

Explanation: The `ping` command is used to check network connectivity to a specified host by sending ICMP Echo Request packets.

34. What is the purpose of the ‘sudo’ command?

a) To switch users

b) To execute a command as a superuser

c) To shut down the system

d) To display disk usage

View Answer

Answer: b

Explanation: The `sudo` command allows a permitted user to execute a command as the superuser or another user, as specified by the security policy.

35. Which command is used to view the contents of a compressed file?

a) unzip

b) gunzip

c) extract

d) untar

View Answer

Answer: b

Explanation: The `gunzip` command is used to decompress files that have been compressed using `gzip`.

36. Which file contains system-wide environment variables?

a) /etc/environment

b) /etc/profile

c) /etc/bashrc

d) All of the above

View Answer

Answer: d

Explanation: All of these files can contain system-wide environment variables in Linux, depending on the specific settings and user sessions.

37. What is the purpose of the ‘kill’ command?

a) To terminate processes

b) To restart services

c) To delete files

d) To change user permissions

View Answer

Answer: a

Explanation: The `kill` command is used to send signals to processes, typically to terminate them gracefully or forcefully.

38. Which command is used to display disk usage of files and directories?

a) du

b) df

c) space

d) usage

View Answer

Answer: a

Explanation: The `du` (disk usage) command is used to estimate and report the disk space used by files and directories.

39. In Linux, what is the purpose of the ‘etc’ directory?

a) Contains user home directories

b) Contains system configuration files

c) Contains executable programs

d) Contains temporary files

View Answer

Answer: b

Explanation: The `/etc` directory contains system configuration files for various applications and services in Linux.

40. Which command would you use to change to the root user?

a) su

b) root

c) admin

d) sudo

View Answer

Answer: a

Explanation: The `su` command is used to switch to another user account, including the root user, if the correct password is provided.

41. What command is used to manage user accounts in Linux?

a) useradd

b) adduser

c) usermod

d) All of the above

View Answer

Answer: d

Explanation: All these commands (`useradd`, `adduser`, and `usermod`) are used to manage user accounts in Linux, each serving different functions.

42. Which command is used to monitor system performance and resource usage?

a) vmstat

b) top

c) htop

d) All of the mentioned

View Answer

Answer: d

Explanation: `vmstat`, `top`, and `htop` are all commands used to monitor system performance and resource usage in Linux.

43. Which command is used to schedule tasks in Linux?

a) at

b) cron

c) schedule

d) at and cron

View Answer

Answer: d

Explanation: Both the `at` command (for one-time scheduled tasks) and `cron` (for recurring tasks) are used to schedule tasks in Linux.

44. Which directory contains log files for system events in Linux?

a) /var/log

b) /etc/log

c) /usr/log

d) /tmp/log

View Answer

Answer: a

Explanation: The `/var/log` directory contains log files for various system events, applications, and services in Linux.

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HELPDESK QUESTIONS AND ANSWERS

 

Helpdesk Questions and Answers

Section A: General Helpdesk Fundamentals

Q1. Which of the following best describes the main role of a helpdesk?
A) To sell software licenses
B) To resolve end-user issues and provide support
C) To install new servers
D) To manage financial systems
Answer: B

Q2. First Call Resolution (FCR) refers to:
A) The speed of first ticket creation
B) Resolving a customer’s issue on the first interaction without escalation
C) The number of calls handled per day
D) The process of prioritizing VIP tickets
Answer: B

Q3. What is the primary tool used in most helpdesks to log and track issues?
A) ERP system
B) CRM system
C) Ticketing system
D) Antivirus software
Answer: C

Q4. Which metric measures the average time between when a ticket is opened and closed?
A) SLA compliance
B) MTTR (Mean Time To Resolve)
C) CSAT
D) FCR
Answer: B

Q5. In ITIL terminology, an "incident" is defined as:
A) An event that does not cause disruption
B) An unplanned interruption to a service or reduction in quality
C) Scheduled system maintenance
D) A customer complaint unrelated to IT
Answer: B

 

Section B: Troubleshooting & Technical Support

Q6. A user cannot access the internet, but the LAN is working. The first command to run is:
A) ping 127.0.0.1
B) ipconfig /all
C) netstat -an
D) format C:
Answer: A

Q7. A blue screen error with code 0x0000007B typically indicates:
A) RAM failure
B) Hard drive/boot device issue
C) Printer driver conflict
D) GPU overheating
Answer: B

Q8. A user complains about a slow PC. The first step should be:
A) Replace the motherboard
B) Check Task Manager for high resource usage
C) Reinstall the operating system immediately
D) Delete all user files
Answer: B

Q9. If DNS is not working, which test will confirm name resolution failure?
A) tracert to IP address
B) ping to domain name
C) ipconfig /release
D) nslookup to domain
Answer: D

Q10. A printer prints gibberish characters. Most likely cause?
A) Paper jam
B) Wrong driver installed
C) Low toner
D) Incorrect IP configuration
Answer: B

 

Section C: ITIL, SLA & Escalations

Q11. SLA stands for:
A) Service Level Agreement
B) Software License Authorization
C) Secure Login Application
D) System Load Analysis
Answer: A

Q12. If an issue exceeds SLA resolution time, the helpdesk agent should:
A) Ignore it
B) Escalate according to priority
C) Close the ticket anyway
D) Wait for user to call back
Answer: B

Q13. What is the correct escalation path for critical incidents?
A) Tier 1 → Tier 2 → Tier 3 → Management
B) Tier 1 → HR → Management
C) Tier 2 → Tier 1 → Vendor
D) Customer → Finance → Legal
Answer: A

Q14. The process of categorizing incidents is important because:
A) It reduces ticket numbers
B) It allows better reporting and routing
C) It avoids customer calls
D) It is required only for audits
Answer: B

Q15. A P1 issue means:
A) Low-priority incident
B) High-priority, business-critical outage
C) Change request approval
D) Backup failure warning
Answer: B

 

Section D: Customer Service & Communication

Q16. The most important communication skill in helpdesk is:
A) Aggressiveness
B) Empathy and active listening
C) Technical jargon usage
D) Speed of speech
Answer: B

Q17. If a user is frustrated, the best approach is:
A) Interrupt and provide technical details
B) Listen, acknowledge feelings, and reassure resolution
C) End the call quickly
D) Redirect them to documentation
Answer: B

Q18. CSAT stands for:
A) Customer Satisfaction Score
B) Central Service Alert Tracking
C) Critical Service and Technology
D) Client-Side Application Testing
Answer: A

Q19. Which is NOT a best practice for phone etiquette?
A) Greeting the caller professionally
B) Putting the user on hold without asking
C) Confirming the issue
D) Summarizing the solution
Answer: B

Q20. Escalating too quickly without troubleshooting first is:
A) Best practice
B) A bad practice, reduces FCR
C) Required by ITIL
D) A customer request always
Answer: B

 

Section E: Security & Policies

Q21. If a user reports a suspicious email, the first helpdesk action should be:
A) Open the attachment to verify
B) Escalate to security team
C) Delete it from the server immediately
D) Ignore the report
Answer: B

Q22. Which of the following is an example of social engineering?
A) Ping flood
B) Asking for a password over the phone pretending to be IT
C) Port scanning
D) Malware injection
Answer: B

Q23. Helpdesk staff should never:
A) Reset a user’s password after verification
B) Share admin credentials with users
C) Document troubleshooting steps
D) Use remote desktop tools securely
Answer: B

Q24. Two-factor authentication improves security by:
A) Using longer passwords
B) Requiring two independent credentials
C) Encrypting Wi-Fi traffic
D) Installing antivirus software
Answer: B

Q25. Which law regulates data privacy in the EU?
A) GDPR
B) HIPAA
C) SOX
D) PCI-DSS
Answer: A

Section F: Remote Support & Tools

Q26. Which tool is commonly used for secure remote desktop support?
A) Telnet
B) TeamViewer
C) Notepad
D) WinRAR
Answer: B

Q27. The default port for Remote Desktop Protocol (RDP) is:
A) 21
B) 22
C) 3389
D) 443
Answer: C

Q28. Which command can test network connectivity in Windows?
A) ls
B) ping
C) cp
D) mkdir
Answer: B

Q29. If a remote support tool shows a blank screen after connection, the likely issue is:
A) Network driver update required
B) User’s display driver or permissions issue
C) Antivirus not installed
D) Computer turned off
Answer: B

Q30. When using remote desktop, the helpdesk agent should always:
A) Take control without asking
B) Ask for user’s consent before accessing their system
C) Delete temporary files first
D) Run all updates automatically
Answer: B

 

Section G: Operating Systems & Applications

Q31. In Windows, the shortcut Ctrl+Shift+Esc opens:
A) Control Panel
B) Registry Editor
C) Task Manager
D) Services Console
Answer: C

Q32. Which Windows log file primarily records application crashes?
A) Security log
B) System log
C) Application log
D) Setup log
Answer: C

Q33. What Linux command is used to check disk usage?
A) ls
B) df -h
C) ping
D) top
Answer: B

Q34. In macOS, which tool helps monitor system activity?
A) Disk Utility
B) Activity Monitor
C) Finder
D) Terminal
Answer: B

Q35. Microsoft Outlook issues are often caused by:
A) Corrupt OST/PST files
B) BIOS failure
C) GPU overheating
D) Disk fragmentation only
Answer: A

 

Section H: Networking Troubleshooting

Q36. A user can access websites by IP but not by name. Likely issue?
A) DHCP failure
B) DNS resolution issue
C) Firewall blocking ports
D) ISP outage
Answer: B

Q37. Which command releases and renews an IP in Windows?
A) ipconfig /release & ipconfig /renew
B) netstat -an
C) tracert
D) nslookup
Answer: A

Q38. The default subnet mask for a Class C IP (192.x.x.x) is:
A) 255.0.0.0
B) 255.255.0.0
C) 255.255.255.0
D) 255.255.255.255
Answer: C

Q39. Which protocol is used for secure web browsing?
A) HTTP
B) FTP
C) HTTPS
D) SMTP
Answer: C

Q40. If tracert shows packet loss at the first hop, the problem is likely with:
A) ISP backbone
B) Local gateway/router
C) Web server
D) DNS
Answer: B

 

Section I: Hardware Troubleshooting

Q41. Continuous beeping on startup usually indicates:
A) GPU overheating
B) RAM or motherboard failure
C) OS corruption
D) Network issue
Answer: B

Q42. A system not booting and showing “No Boot Device Found” usually means:
A) CPU overheating
B) Hard disk/boot order issue
C) Incorrect BIOS time
D) Low RAM
Answer: B

Q43. If a laptop battery drains too quickly, the first troubleshooting step is:
A) Replace the CPU
B) Check power settings and battery health
C) Disable antivirus
D) Change BIOS password
Answer: B

Q44. Overheating in desktops is most commonly due to:
A) Too much RAM
B) Dust in cooling fans and vents
C) Outdated software
D) Corrupt drivers
Answer: B

Q45. If a hard drive makes clicking noises, the best advice is:
A) Defragment the drive
B) Immediately back up data
C) Run CHKDSK repeatedly
D) Ignore the noise
Answer: B

 

Section J: Helpdesk Metrics & Reporting

Q46. MTBF stands for:
A) Mean Time Between Failures
B) Maximum Time Before Fix
C) Mean Testing for Bug Fixes
D) Managed Ticket Based Flow
Answer: A

Q47. A KPI used to measure customer experience is:
A) CSAT
B) SLA breach %
C) Ticket backlog
D) MTTR
Answer: A

Q48. Which metric reflects how many tickets an agent closes in a period?
A) Productivity rate
B) Escalation ratio
C) FCR
D) SLA compliance
Answer: A

Q49. The ratio of escalated tickets to total tickets indicates:
A) User training effectiveness
B) Agent knowledge gaps
C) SLA priority alignment
D) All of the above
Answer: D

Q50. Ticket deflection strategies usually involve:
A) Self-service knowledge bases
B) Ignoring user calls
C) Hiring more agents only
D) Limiting support hours
Answer: A

 

Section K: IT Policies & Compliance

Q51. HIPAA regulations mainly apply to:
A) Financial data
B) Healthcare information
C) Manufacturing standards
D) Cloud billing
Answer: B

Q52. PCI-DSS compliance is critical for:
A) Payment card transactions
B) Social media logins
C) Internet browsing history
D) Cloud storage access
Answer: A

Q53. SOX compliance relates to:
A) Banking secrecy
B) Corporate financial reporting
C) Email encryption
D) Wireless security
Answer: B

Q54. Which of the following is NOT a data classification level?
A) Confidential
B) Public
C) Restricted
D) Infinite
Answer: D

Q55. Which principle ensures users only get access necessary for their roles?
A) Defense in depth
B) Least privilege
C) Zero trust
D) Full access
Answer: B

 

Section L: Advanced Troubleshooting Scenarios

Q56. A user cannot send emails but can receive. Likely issue:
A) SMTP configuration
B) POP3 settings
C) DNS caching
D) ISP downtime
Answer: A

Q57. A network printer works for some users but not others. The first check is:
A) Network driver
B) Printer IP and permissions
C) Restart print spooler
D) Replace toner
Answer: B

Q58. If Windows Update keeps failing, the first troubleshooting step is:
A) Check Windows Update service logs
B) Format system
C) Reinstall all drivers
D) Disable antivirus permanently
Answer: A

Q59. A VPN connects but cannot reach internal resources. Likely cause:
A) DNS or routing misconfiguration
B) Antivirus disabled
C) Hard drive failure
D) Keyboard driver issue
Answer: A

Q60. A corrupted user profile in Windows can be fixed by:
A) Creating a new profile and migrating data
B) Reinstalling BIOS
C) Removing antivirus
D) Defragmenting drives
Answer: A

 

Section M: Soft Skills & Conflict Handling

Q61. If two users report the same issue, the helpdesk should:
A) Log them separately but link to the parent incident
B) Merge into one ticket always
C) Ignore the second call
D) Close both tickets
Answer: A

Q62. What should an agent avoid saying to an angry user?
A) “I understand your frustration.”
B) “Calm down, it’s not a big deal.”
C) “I will look into this immediately.”
D) “Let me confirm your details.”
Answer: B

Q63. Which is a positive way to close a call?
A) “Your ticket is closed.”
B) “Please don’t call again for this issue.”
C) “Is there anything else I can help you with today?”
D) “Bye.”
Answer: C

Q64. The best way to confirm understanding is:
A) Summarizing the issue back to the user
B) Asking them to repeat everything
C) Escalating immediately
D) Telling them not to worry
Answer: A

Q65. Cultural sensitivity in global helpdesks is important because:
A) It improves hardware performance
B) It builds trust and avoids miscommunication
C) It prevents system crashes
D) It reduces call costs
Answer: B

 

Section N: Advanced ITIL Concepts

Q66. A “problem” in ITIL is:
A) The root cause of one or more incidents
B) Any service request
C) An SLA breach
D) Escalation request
Answer: A

Q67. A “change request” in ITIL requires:
A) CAB (Change Advisory Board) approval for major changes
B) No approval ever
C) User signature only
D) Automatic execution
Answer: A

Q68. Which ITIL process focuses on minimizing impact of outages?
A) Problem Management
B) Incident Management
C) Change Management
D) Release Management
Answer: B

Q69. The ITIL Service Desk is considered a:
A) Function
B) Process
C) Framework
D) Role only
Answer: A

Q70. A workaround in ITIL refers to:
A) Temporary solution until permanent fix
B) Ignoring an incident
C) Escalation path
D) Documentation error
Answer: A

 

Section O: Cloud & Modern Helpdesk

Q71. Which cloud model gives full infrastructure control?
A) SaaS
B) PaaS
C) IaaS
D) DaaS
Answer: C

Q72. Microsoft 365 mailbox issues are often solved by:
A) Checking Outlook cached credentials
B) Reinstalling motherboard
C) Formatting system
D) BIOS reset
Answer: A

Q73. Which is a common collaboration tool integrated with helpdesks?
A) Slack
B) Paint
C) Solitaire
D) VLC Media Player
Answer: A

Q74. In cloud helpdesk, ticket routing is often automated using:
A) AI and machine learning
B) Manual paper logs
C) Fax machines
D) SMS only
Answer: A

Q75. Which cloud storage service is NOT from Microsoft?
A) OneDrive
B) SharePoint Online
C) Google Drive
D) Azure Blob Storage
Answer: C

 

Section P: Backup & Disaster Recovery

Q76. The 3-2-1 backup rule means:
A) 3 copies, 2 media, 1 offsite
B) 3 TB, 2 disks, 1 year
C) 3 admins, 2 servers, 1 cloud
D) 3 restores, 2 failures, 1 success
Answer: A

Q77. RTO (Recovery Time Objective) refers to:
A) Acceptable downtime duration
B) Data age tolerance
C) Hardware lifespan
D) User training period
Answer: A

Q78. RPO (Recovery Point Objective) means:
A) Maximum tolerable data loss
B) Mean ticket closure
C) Backup file size
D) Repair point option
Answer: A

Q79. RAID 1 provides:
A) Striping only
B) Mirroring for redundancy
C) No redundancy
D) Backup to tape
Answer: B

Q80. A disaster recovery drill helps to:
A) Train staff for emergencies
B) Avoid user calls
C) Upgrade hardware automatically
D) Reduce CSAT
Answer: A

 

Section Q: Software & Licensing

Q81. OEM software licenses are tied to:
A) A specific device
B) Multiple devices
C) Users only
D) Cloud only
Answer: A

Q82. Which is NOT a software license type?
A) Perpetual
B) Subscription
C) Trial
D) Infinite Freeware
Answer: D

Q83. What happens if Microsoft Windows is not activated?
A) System will not boot
B) Limited personalization features and reminders appear
C) Computer crashes daily
D) Antivirus is disabled
Answer: B

Q84. Open-source software means:
A) Free for all uses
B) Source code is publicly available for modification
C) Only trial-based
D) Vendor-locked
Answer: B

Q85. Which license model is common for SaaS apps?
A) Subscription-based
B) One-time purchase only
C) OEM
D) Lifetime perpetual
Answer: A

 

Section R: Emerging Technologies in Helpdesk

Q86. Chatbots in helpdesks mainly improve:
A) SLA breach rates
B) First response time
C) Hardware repair
D) Disk usage
Answer: B

Q87. AI-driven ticket classification helps by:
A) Automatically routing issues to correct teams
B) Replacing antivirus
C) Blocking spam emails
D) Deleting old backups
Answer: A

Q88. Knowledge base articles should be:
A) Clear, updated, and searchable
B) Technical jargon-heavy
C) Hidden from end-users
D) Written only for management
Answer: A

Q89. Self-service portals reduce:
A) Ticket volume
B) Security compliance
C) SLA requirements
D) Licensing costs
Answer: A

Q90. Predictive analytics in helpdesks is used for:
A) Forecasting incident trends
B) Increasing toner usage
C) CPU clock speed adjustment
D) Social media only
Answer: A

 

Section S: Ethics & Professionalism

Q91. Sharing user data without consent violates:
A) Confidentiality
B) Availability
C) Integrity
D) Documentation
Answer: A

Q92. Helpdesk staff should never use:
A) User credentials to log in personally
B) Temporary troubleshooting accounts
C) Admin tools with logging
D) Audit reports
Answer: A

Q93. If a mistake is made, the correct step is:
A) Hide it
B) Report honestly and correct it
C) Blame the user
D) Close ticket quickly
Answer: B

Q94. Which ethical principle focuses on “doing no harm”?
A) Integrity
B) Non-maleficence
C) Availability
D) Compliance
Answer: B

Q95. Professionalism in emails requires:
A) Polite language and clear structure
B) ALL CAPS to show urgency
C) Technical jargon only
D) Abbreviations only
Answer: A

 

Section T: Final Mixed Knowledge

Q96. SLA breaches are best reduced by:
A) Proper ticket prioritization and monitoring
B) Ignoring low-priority tickets
C) Hiring more managers only
D) Closing tickets without resolution
Answer: A

Q97. Which storage media is fastest?
A) HDD
B) SSD
C) Tape
D) Optical DVD
Answer: B

Q98. Which backup is fastest for restoring a single file?
A) Incremental backup
B) Differential backup
C) Full backup
D) Snapshot
Answer: D

Q99. The main difference between incident and service request is:
A) Incidents are unplanned, requests are planned
B) Both are same
C) Requests are always critical
D) Incidents never affect SLA
Answer: A

Q100. The ultimate goal of a helpdesk is to:
A) Reduce costs only
B) Provide excellent support ensuring business continuity
C) Close as many tickets as possible
D) Replace system administrators
Answer: B

 

 

 

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