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