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Quizzes > Computers & IT

Help Desk Assessment Test - Free IT Support Quiz

Quick, free IT support quiz with real scenarios. Instant results and explanations.

Editorial: Review CompletedCreated By: Ramanna VastuUpdated Aug 25, 2025
Difficulty: Moderate
2-5mins
Learning OutcomesCheat Sheet
Paper art illustration for IT help desk expertise quiz on a sky blue background

This help desk assessment test helps you practice common IT support troubleshooting across hardware, software, and networks. Get instant feedback and shore up weak spots; deepen service desk know‑how with the itil 4 foundation quiz, broaden fundamentals with the it knowledge test, and sharpen security basics with the it security test.

Which metric best measures the percentage of issues resolved without requiring escalation to another tier?
First Contact Resolution (FCR) rate
Call Abandonment Rate
Mean Time To Resolution (MTTR)
Net Promoter Score (NPS)
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In ITIL terms, which process focuses on restoring normal service operation as quickly as possible after an unplanned interruption?
Problem Management
Service Portfolio Management
Incident Management
Change Enablement
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An end user reports no internet access. You can ping the default gateway but cannot resolve domain names. What is the most likely issue?
Down ISP link
Defective network cable
DNS server problem
Incorrect subnet mask
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You receive a ticket marked 'Severity 1'. Which characteristic most appropriately matches this severity?
Non-urgent request for a new software install
Minor inconvenience affecting one user
Cosmetic UI issue in a non-production app
Critical outage affecting business-wide operations
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To safely handle internal components while preventing electrostatic discharge, what should a technician use?
Leather tool pouch
Anti-static wrist strap
Magnetic wrist strap
Rubber gloves
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A user reports frequent application crashes after a recent update. What is the most appropriate immediate action?
Ignore and wait for the next release
Disable all antivirus software permanently
Rollback the update or apply a known hotfix per change policy
Replace the user's PC
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Which Windows utility repairs corrupted system files using cached copies?
defrag
diskpart
chkdsk
sfc /scannow
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In Active Directory, what is generally the most appropriate action for a departing employee's account pending HR confirmation?
Delete the account immediately
Reset the password and keep it active
Rename the account for a new user
Disable the account and preserve data
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A laptop randomly powers off under load. Which is the most likely root cause to investigate first?
Loose keyboard keycaps
Unsupported wallpaper image
Incorrect timezone setting
Overheating due to clogged vents or failing fan
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A printer produces smudged output that rubs off easily. Which component is most suspect?
Paper tray
Fuser assembly
Network interface
Toner level sensor
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Which Windows tool can restore the boot configuration when a machine is unbootable due to BCD corruption?
msconfig
gpedit.msc
bootrec /rebuildbcd from Windows Recovery Environment
dxdiag
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In an escalation matrix, Tier 2 typically handles which type of issues?
Specialized technical issues requiring deeper expertise
Routine password resets
Vendor management and procurement
Enterprise-wide outage communications
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Which statement best differentiates Incident Management from Problem Management?
Incident focuses on root cause; Problem focuses on restoration
Incident focuses on restoration; Problem focuses on root cause
Both are identical processes
Both focus on changes to production
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A user cannot print to a network printer; others can. What is the most likely first step?
Reboot the domain controller
Change the printer's IP address
Replace the printer's fuser
Restart the Print Spooler on the user's machine and reinstall the printer driver if needed
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A system is slow and disk LED is constantly active. Which Windows tool helps identify the process causing high disk I/O?
Resource Monitor (resmon)
WordPad
Paint
Snipping Tool
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Which tool is best for verifying digital certificate trust issues in a browser when users see HTTPS warnings?
Certificate viewer and chain inspection to the root CA
Sticky Notes
Task Scheduler
Disk Cleanup
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In Problem Management, what is a Known Error?
A problem with a documented root cause and workaround
Any outage affecting multiple users
An incident without a workaround
A scheduled maintenance event
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A remote user reports intermittent VoIP call drops while ping shows no loss but high jitter. What network factor is most relevant?
Quality of Service (QoS) and latency variation
Printer queue depth
MTU of local disk
DNS TTL
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For secure remote support, recording sessions and obtaining user consent are considered best practices.
False
True
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A user cannot access a specific website from the corporate network, but it works on a mobile network. What should you check first?
Monitor refresh rate
Replace the user's CPU
User's desk phone cabling
Corporate firewall or web filter policies and blocks
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Study Outcomes

  1. Identify Common IT Help Desk Challenges -

    Pinpoint typical hardware hiccups and software glitches featured in the quiz to recognize frequent support scenarios.

  2. Analyze Troubleshooting Steps -

    Break down step-by-step resolution paths for both hardware and software issues to strengthen diagnostic reasoning.

  3. Apply Diagnostic Techniques -

    Utilize tools like system logs, command-line utilities, and hardware tests to accurately isolate and resolve problems.

  4. Evaluate Solution Strategies -

    Compare and prioritize different fixes presented in the quiz to determine the most efficient and user-friendly approaches.

  5. Assess Interview and Real-World Preparedness -

    Leverage instant quiz feedback to gauge strengths and identify areas for growth before test day help desk challenges.

Cheat Sheet

  1. Structured Troubleshooting with the 5 Whys -

    Learn to peel back layers of a problem by asking "Why?" five times - that's a method endorsed by Toyota's Lean manufacturing and cited in ITIL best practices (itil.org). For question to doin test day help desk scenarios, this technique ensures you identify root causes rather than applying quick fixes. Try practicing on a mock network drop: Why did the user lose connectivity? Because the DHCP lease expired, and so on.

  2. Essential Network Commands -

    Master ping, tracert (or traceroute), and ipconfig/ifconfig as your first line of defense - standard in Cisco CCNA curricula (cisco.com). In common it help desk problems and solutions PDF guides, you'll often see ping used to verify reachability in under a second. A quick mnemonic: "PIT" (Ping, Inspect routes with Tracert) helps you remember the order.

  3. BIOS Beep Code Diagnostics -

    When a machine won't boot, listening to POST beep patterns can instantly pinpoint hardware failures (American Megatrends, UEFI Forum). For example, one long and two short beeps typically indicate a video card error. Keep a BIOS beep code chart handy during help desk test questions to save time and boost recall.

  4. Reproduce and Document Software Bugs -

    Always gather clear reproduction steps and logs before escalating - recommended by Microsoft's official troubleshooting docs (docs.microsoft.com). A simple template: "What happened? When? How often?" ensures you cover all bases. This approach is a staple in IT support quiz questions and prepares you for real-world ticketing systems.

  5. Empathetic Communication Using AIDET -

    Apply Acknowledge, Introduce, Duration, Explanation, and Thank You to turn technical support trivia into human connection (Studer Group research). Saying, "I understand how frustrating this can be," validates emotions and de-escalates tension. Practicing AIDET can make you shine on question to doin test day help desk evaluations and everyday calls alike.

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