HELPDESK

HELPDESK
1. Which of the following is typically the first step in troubleshooting a user-

reported issue?
 A) Restarting the system

 B) Asking the user to explain the problem
 C) Reinstalling the operating system
 D) Running a virus scan
Answer: B) Asking the user to explain the problem
2. What is the main purpose of a Helpdesk in IT?
 A) Software development
 B) Customer support and problem resolution
 C) Network design
 D) Hardware manufacturing
Answer: B) Customer support and problem resolution
3. Which tool is commonly used to check a computer’s network connectivity?
 A) Ping
 B) Task Manager
 C) System Restore
 D) Disk Cleanup
Answer: A) Ping
4. A user cannot access the internet. What should be checked first?
 A) Monitor settings
 B) Network cable connection
 C) Printer connection
 D) Keyboard functionality
Answer: B) Network cable connection
5. In which of the following scenarios would you suggest using a VPN?
 A) For gaming
 B) To secure data transmission over public Wi-Fi
 C) For data compression
 D) To improve network speed
Answer: B) To secure data transmission over public Wi-Fi
6. Which of the following is a secure way to manage passwords?

 A) Writing them on paper
 B) Storing them in a password manager
 C) Using the same password for all accounts
 D) Sharing with colleagues
Answer: B) Storing them in a password manager
7. Which command is used to display IP configuration details in Windows?
 A) ipconfig
 B) tracert
 C) netstat
 D) ping
Answer: A) ipconfig
8. If a user’s screen is frozen, what is the first action to take?
 A) Reboot the computer immediately

 B) Check for application response using Task Manager
 C) Unplug the monitor
 D) Open the BIOS settings
Answer: B) Check for application response using Task Manager
9. What is the role of a Helpdesk technician regarding data security?
 A) Creating complex passwords

 B) Educating users about safe practices
 C) Designing firewalls
 D) Managing backups
Answer: B) Educating users about safe practices
10. Which of the following is NOT a common task of a Helpdesk professional?
 A) Providing user support

 B) Setting up new hardware
 C) Managing software updates
 D) Designing complex networks
Answer: D) Designing complex networks
11. A user complains that they can’t print. Which should be checked first?
 A) Printer’s power supply

 B) Network router
 C) Monitor connection
 D) Computer’s audio settings
Answer: A) Printer’s power supply
12. What is the purpose of a ticketing system in a Helpdesk environment?
 A) Tracking and managing user issues

 B) Configuring network devices
 C) Running software updates
 D) Monitoring physical security
Answer: A) Tracking and managing user issues
13. Which of these is a common issue with network connectivity?
 A) IP conflict
 B) Low screen brightness
 C) Audio distortion
 D) Unresponsive keyboard
Answer: A) IP conflict
14. When installing software, what is a critical step to ensure security?
 A) Accept all default options

 B) Skip updates
 C) Check software for digital signatures
 D) Avoid reading the terms and conditions
Answer: C) Check software for digital signatures
15. A “blue screen” error typically indicates:
 A) Network issue
 B) Hardware or driver issue
 C) Software update
 D) Screen calibration problem
Answer: B) Hardware or driver issue
16. Which protocol is commonly used for secure web communication?
 A) HTTP
 B) FTP
 C) HTTPS
 D) SMTP
Answer: C) HTTPS
17. What is the function of antivirus software?
 A) Create backups
 B) Secure emails
 C) Prevent malware infection
 D) Speed up the network
Answer: C) Prevent malware infection
18. A user cannot remember their password. What is the best solution?
 A) Reset their account password

 B) Share your password with them
 C) Ask them to try every possible password
 D) Reboot the computer
Answer: A) Reset their account password
19. Which of the following is a common method to troubleshoot application

issues?
 A) Checking the event viewer logs

 B) Disabling the firewall
 C) Rebooting the printer
 D) Disconnecting from the network
Answer: A) Checking the event viewer logs
20. In which scenario would you use Safe Mode?
 A) For installing new hardware

 B) For troubleshooting system issues
 C) For printing documents
 D) For improving network speed
Answer: B) For troubleshooting system issues
21. What is the main purpose of using a backup?
 A) Enhancing performance
 B) Recovering data in case of loss
 C) Increasing storage capacity
 D) Encrypting files
Answer: B) Recovering data in case of loss
22. Which device helps secure a network by preventing unauthorized access?
 A) Firewall
 B) Router
 C) Modem
 D) Repeater
Answer: A) Firewall
23. A helpdesk ticket that has been resolved should be:

 A) Deleted
 B) Marked as closed
 C) Left open for later review
 D) Forwarded to another department
Answer: B) Marked as closed
24. Which command-line tool is used to check network routes?
 A) ipconfig
 B) tracert
 C) ping
 D) nslookup
Answer: B) tracert
25. What is a “patch” in the context of IT?
 A) A file for repairing software vulnerabilities

 B) A physical component for network security
 C) A backup of user data
 D) A setting to improve speed
Answer: A) A file for repairing software vulnerabilities
26. Which type of malware pretends to be legitimate software?
 A) Trojan
 B) Worm
 C) Spyware
 D) Adware
Answer: A) Trojan
27. A user complains of slow computer performance. What should be checked?
 A) CPU and memory usage

 B) Monitor resolution
 C) Printer settings
 D) Network bandwidth only
Answer: A) CPU and memory usage
28. Which of the following commands can be used to view network connections
on a Windows machine?
 A) ping
 B) netstat
 C) nslookup
 D) tracert
Answer: B) netstat
29. What is phishing?
 A) A method of protecting data

 B) An attempt to steal sensitive information via fake emails
 C) A type of encryption
 D) A form of data backup
Answer: B) An attempt to steal sensitive information via fake emails
30. Which is the best method for securely sharing sensitive information with a
user?
 A) Unencrypted email
 B) Secure file sharing platforms
 C) Text message
 D) Verbal communication
Answer: B) Secure file sharing platforms
31. Which of the following is a standard for wireless security?
 A) WPA2
 B) IPsec
 C) SSL
 D) VPN
Answer: A) WPA2
32. The purpose of “Device Manager” in Windows is to:
 A) Manage applications
 B) Troubleshoot and configure hardware
 C) Update operating systems
 D) Optimize internet speeds
Answer: B) Troubleshoot and configure hardware
33. What is an IP address used for?
 A) Identifying devices on a network

 B) Controlling internet speed
 C) Encrypting data
 D) Deleting files
Answer: A) Identifying devices on a network

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HELPDESK

1. Which of the following is typically the first step in troubleshooting a user-

 A) Restarting the system

2. What is the main purpose of a Helpdesk in IT?

3. Which tool is commonly used to check a computer’s network connectivity?

4. A user cannot access the internet. What should be checked first?

5. In which of the following scenarios would you suggest using a VPN?

6. Which of the following is a secure way to manage passwords?

7. Which command is used to display IP configuration details in Windows?

8. If a user’s screen is frozen, what is the first action to take?

 A) Reboot the computer immediately

9. What is the role of a Helpdesk technician regarding data security?

 A) Creating complex passwords

10. Which of the following is NOT a common task of a Helpdesk professional?

 A) Providing user support

 A) Printer’s power supply

 A) Tracking and managing user issues

13. Which of these is a common issue with network connectivity?

14. When installing software, what is a critical step to ensure security?

 A) Accept all default options

15. A “blue screen” error typically indicates:

16. Which protocol is commonly used for secure web communication?

17. What is the function of antivirus software?

 A) Reset their account password

19. Which of the following is a common method to troubleshoot application

 A) Checking the event viewer logs

20. In which scenario would you use Safe Mode?

 A) For installing new hardware

21. What is the main purpose of using a backup?

22. Which device helps secure a network by preventing unauthorized access?

23. A helpdesk ticket that has been resolved should be:

24. Which command-line tool is used to check network routes?

25. What is a “patch” in the context of IT?

 A) A file for repairing software vulnerabilities

26. Which type of malware pretends to be legitimate software?

27. A user complains of slow computer performance. What should be checked?

 A) CPU and memory usage

 A) A method of protecting data

31. Which of the following is a standard for wireless security?

32. The purpose of “Device Manager” in Windows is to:

33. What is an IP address used for?

 A) Identifying devices on a network

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