IBM | Introduction to Technical Support

Which of the following is a valid certification for IT support professionals?

ACSP.

Which of the fooling should a company look for in a ticketing system?

Ability to provide reportable metrics

Which one of the following is an example of a customer support mindset?

Active Listening

Cloud IT infrastructure components_____________.

Are not stored in one physical location.

Which of the following tasks would a technical support representative typically do in a day?

Assist customers with password resets, software installations, and troubleshooting.

Why is automation an important part of a ticketing system?

Automation can help tickets get to the right person at the right time.

Which of the following is NOT a common ITSM metric that organizations measure?

COBIT

Which of the following is a task that a tech support specialist would likely do in the morning?

Check to see that overnight backups have run successfully.

Which item out of the following certifications are applicable to an entry-level technical support professional?

CompTIA A+

Which one of the following helps to measure the productivity of a technical support person?

Completing tasks in a timely & efficient manner.

Which item out of the following are soft skills used in technical support?

Conflict Mitigation

Which of the following will be included in a service-level agreement contract?

Consequences of violations.

Which of the following are types of service-level agreement?

Customer-Based

You are working as a technical support specialist; which of the following issues can be resolved quickly by you?

Customers with data access issues.

Tech support is a good career for people who _______________.

Enjoy problem-solving.

Which of the following is a feature of remote support software?

File Sharing

When an issue is escalated according to who has the knowledge and expertise to resolve it, this is called what?

Functional Escalation

When an issue is escalated to the person with specific skills and knowledge to resolve it, it's called___________________.

Functional Escalation

Which one of the following programming languages requires basic knowledge of the language and are useful for technical support representatives?

HTML, Python, & JavaScript

Which of the following reflects upon the importance of technical support for businesses?

Helps companies track and troubleshoot their technology, leading to the development of desirable products.

Resolution SLAs state______________.

How long the team has to resolve an issue, from start to finish.

What are some of the common titles of entry-level technical support roles in the industry?

IT Support Technician.

What is ITSM?

Information Technology Service Management

Effective communication in technical support is________.

Informative Communication

Which of the following is TRUE for unattended support?

It's the best method for maintenance support.

Which of the following is a source of Level 0 support?

Knowledge Base

Knowledge of which of the following basic technical skills help a technical support representative on the job?

Knowledge of which of the following basic technical skills help a technical support representative on the job?

Sheila is a technical support representative. Within her team, she motivates her team members, encourages them to succeed, and helps them resolve issues. Which soft skill is she exhibiting?

Leadership Skills

Subject matter experts or product specialists - those experienced in solving complex problems and may include engineers or programmers who developed the product - provide what level of technical support?

Level 3

Which of the following skills are mastered by technical support professionals that make them successful?

Listening to customers' problems.

What organizations need technical support staff?

Many different organizations.

Which one of the following statements is correct?

Network security includes access control, security software, and network analytics.

Which of the following is an essential component of a solid IT infrastructure?

Network.

Which of the following are advantages of a technical support career?

Offers opportunities for other roles in the field of IT.

Which of the following is a common feature of ticketing systems?

Omnichannel Support

Which of the following is considered a responsibility of technical support?

Performing system installations and updates.

A Zendesk survey of customers found that, for simple service requests, they preferred email support the most, but for complicated service requests, they preferred______________.

Phone

The method of documenting an issue by listing information about the issue as a list and without timing or interpretation can be called _______________.

Record Essential Details

Which of the following is TRUE about remote support?

Remote support is more efficient than other types of user support.

Which of the following facts are true about career opportunities in technical support?

Rising use of technology calls for more tech support roles.

Which one of the following will help you to fine-tune your soft skills?

Shadowing colleagues on the job

A ticketing system is _________.

Software used to systematically manage and resolve customer issues.

Select the answer that lists the correct order of actions in a performance evaluation.

Supervisor makes notes of performance > Supervisor Evaluates > Performance feedback is received > Company redefines expectations.

A self-hosted ticketing system is software that runs on your company's server. Which of the following is a benefit of this type of system?

System updates and fixes are performed by int-house developers.

Which of the following is NOT an entry-level role in Technical Support

Technical Support Manager.

Which one of the following is one of the responsibilities of a mid-tier-technical support role?

Testing and maintaining equipment and software.

Which item out of the following statements is true about certifications?

The CCNA certificate is for those wishing to further their networking knowledge.

Which of the following is a benefit of cloud-based ticketing systems?

They are highly scalable.

Which of the following is TRUE of handoffs?

They encourage support teams to share knowledge.

Which of the following is true of a technical support professional's work environment?

They may work in many different environments, such as a physical office, a call center, and remotely from home.

Which of the following is NOT a channel for technical support?

Ticketing Systems

Which of the following statements is TRUE about a ticket?

Tickets contain basic information such as customer's name, date opened, and contact information as well as information about the issue.

Which item out of the following is a mid-tier technical support role?

Tier II Support

Which of the following is a feature of tiered support?

Tiered support is very efficient.

The primary role of a technical support professional is__________________.

To patiently help customers resolve their technical issues.

Tickets can be tagged with information such as date, issue specifics, or customer details. This can:

Trigger automated responses such as customer communication and routing.

When seeking support for issues, customers tend to____________.

Use a broad mix of support channels in order to find a solution.

You are a technical support professional undergoing performance evaluation. Which item out of the following is used as a parameter for evaluation?

Written and Spoken Communication

Which of the following statements is TRUE about tech support documentation?

You should always keep your audience in mind when documenting an issue.