What is the safest way to prevent ESD damage when working on a computer?

Using an anti-static wrist strap

A user’s keyboard is typing the wrong characters. What could be the issue?

The keyboard language is set incorrectly

A user reports that their computer is running extremely slow. What should you check first?

If multiple heavy programs are running

What is a knowledge article?

provides clear instructions on how to diagnose and troubleshoot

How can an IT SDA instil confidence in a customer?

By reassuring them with clear steps

What is the primary function of a CPU?

Executing instructions and processing data

A computer is making a loud whirring noise. What is the most likely cause?

The fan or cooling system is clogged with dust

What is the role of RAM in a computer?

Storing temporary data for quick access

A user complains their screen is blank, but their computer is on. What should you do first?

Check if the monitor is properly connected

What is the Primary Goal of the OPT-IN framework?

To propose solutions and manage customer expectations

Which of the following is NOT a professional expectation for an IT SDA?

Avoiding honesty to prevent conflict

Why is humidity important in preventing ESD?

High humidity helps dissipate static electricity

A user says their Wi-Fi suddenly stopped working. What is the first thing you should ask them?

"Have you tried turning your router off and on?"

What are the 4 main functions of a Computer?

Input, Output, Processing, Storage

A customer asks you to install software, but you don’t have the necessary permissions. What should you do?

Escalate the request to someone with the right permissions

The principle of human dignity means....

respecting the inherent worth and right to privacy of other people.

Which of the following is a best practice for managing customer expectations?

Provide frequent status updates

What does "underpromise and overdeliver" mean in customer service?

Set low expectations and exceed them

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IT Support Analyst Recap

26 termsStudBud Administration17 plays

A test of what we've learnt so far

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Questions 26

Answers

1
What is the safest way to prevent ESD damage when working on a computer?
Wearing rubber gloves
Using an anti-static wrist strap
Touching a metal object while working
Placing components on a carpet
2
A user’s keyboard is typing the wrong characters. What could be the issue?
RAM is faulty
Faulty operating system
The keyboard language is set incorrectly
Keyboard is over-heating
3
Which component of the OPT-IN framework involves explaining the rationale behind a solution?
Instill Confidence
Option Proposed
Tell The Reason
Provide the benefit
4
A user reports that their computer is running extremely slow. What should you check first?
Check If Monitor is plugged in
Check if there is a virus
Check the power supply
If multiple heavy programs are running
5
A user complains their screen keeps flickering. What is the first troubleshooting step?
Update the graphics drivers
Reinstall operating system
Turn of anti-virus
Check the power supply
6
"A family of processors manufactured by Intel and AMD that use a common list of commands that the processor can execute"
x32
NTFS
x64
x86
7
What processor is typically used in Mobile Devices?
x86
DRAM
ARM
Journaling
8
How much static electricity can damage computer components?
500 volts
1,000 volts
100 volts
Less than 100 volts
9
What is a knowledge article?
a Dissertation
A personal blog post about technology trends.
A fictional story about cybersecurity threats.
provides clear instructions on how to diagnose and troubleshoot
10
Which of the following is NOT a benefit of saying "not yet"?
Guarantees an instant fix
Builds confidence in finding solutions
Keeps users engaged
Encourages problem-solving
11
How can an IT SDA instil confidence in a customer?
By avoiding eye contact during calls
By reassuring them with clear steps
By redirecting all questions to a supervisors
By using complex technical terms
12
What is the primary function of a CPU?
Connect to WI-FI
Executing instructions and processing data
Controlling the power supply
Storing long-term data
13
A computer is making a loud whirring noise. What is the most likely cause?
The power supply has failed
The operating system needs an update
The fan or cooling system is clogged with dust
The keyboard is broken
14
What is the role of RAM in a computer?
Providing long-term storage
Powering the monitor
Controlling network traffic
Storing temporary data for quick access
15
Which of these is a common employment barrier in IT?
Owning a smartphone
Having a professional linkedin profile
Using Social Media
Lack of technical skills
16
A user complains their screen is blank, but their computer is on. What should you do first?
Restart the computer
Check if the monitor is properly connected
Replace the graphics card
Reinstall Operating System
17
What is the Primary Goal of the OPT-IN framework?
To propose solutions and manage customer expectations
To automate IT troubleshooting
To escalate incidents quickly
To reduce the number of customer calls
18
Which of the following is NOT a professional expectation for an IT SDA?
Avoiding honesty to prevent conflict
Communicating clearly under stress
Building positive relationships with colleagues
Dressing appropriately for the workplace
19
Why is humidity important in preventing ESD?
High humidity helps dissipate static electricity
High humidity increases static charge
Low humidity reduces static charge
Humidity has no effect on static discharge
20
A user says their Wi-Fi suddenly stopped working. What is the first thing you should ask them?
"Have you called your internet provider?"
"Have you bought a new computer?"
"Can you restart your email account?"
"Have you tried turning your router off and on?"
21
What is this cable?
DVI
VGA
HDMI
USB-C
22
What are the 4 main functions of a Computer?
Reception, Output, Processing, Storage
Input, Output, Computing, Retention
Input, Export, Processing, Storage
Input, Output, Processing, Storage
23
A customer asks you to install software, but you don’t have the necessary permissions. What should you do?
Install it anyway and explain later
Escalate the request to someone with the right permissions
Tell them you can’t help and end the call
Ask them to install it themselve
24
The principle of human dignity means....
recognizing and respecting the intellectual property of others
rules of netiquette that promote courtesy and respect in online settings
we protect data and information we're not authorized to share
respecting the inherent worth and right to privacy of other people.
25
Which of the following is a best practice for managing customer expectations?
Provide frequent status updates
Avoid explaining technical details
Overpromise and underdeliver
Delay responses to reduce workload
26
What does "underpromise and overdeliver" mean in customer service?
Set low expectations and exceed them
Only deliver what was initially promised
Ignore customer requests until they escalate
Promise exact outcomes to avoid confusion

IT Support Analyst Recap Flashcards | StudBud