Help Desk Basics
What does SLA stand for, and why is it important in IT support?
Answer: Service Level Agreement; it defines the expected response and resolution times for IT issues.
What is the first step in troubleshooting any IT issue?
Answer: Identify and define the problem.
In ServiceNow, what does the status "In Progress" mean for a ticket?
Answer: The issue is actively being worked on.
What does AWS stand for?
Answer: Amazon Web Services.
What is the most important skill when communicating with non-technical users?
Answer: Using simple, clear, and jargon-free language.
Name two key tasks of an IT Helpdesk professional.
Answer: Managing tickets and troubleshooting user issues.
A user reports a computer that won’t turn on. What’s the first thing to check?
A user reports a computer that won’t turn on. What’s the first thing to check?
What is the purpose of a “Knowledge Base” in ServiceNow?
Answer: To provide articles and guides for troubleshooting and resolving issues.
Name one use case for AWS EC2.
Answer: Hosting virtual servers for applications or websites.
How do you document troubleshooting steps effectively in a ticket?
Answer: Write detailed, chronological, and concise notes.
What should you do first when receiving a call from a frustrated user?
Answer: Stay calm, actively listen, and empathize with the user.
If a network is slow, what basic test can you run to check connectivity?
Answer: A ping test to check the network connection.
What is a "Ticket Queue"?
Answer: A list of all tickets assigned to a group or individual.
What AWS service is used for scalable object storage?
Answer: Amazon S3 (Simple Storage Service).
A customer emails about an issue. How do you start your reply?
Answer: Acknowledge the issue, empathize, and outline the next steps.
What is the primary purpose of a ticketing system?
Answer: To track, document, and resolve IT issues efficiently.
What is the purpose of the "escalation" process in troubleshooting?
Answer: To involve higher-level support for complex or unresolved issues.
When should you escalate a ticket in ServiceNow?
Answer: When the issue is beyond your expertise or requires approval to proceed.
How does AWS CloudWatch help IT professionals?
Answer: It monitors resources and applications, providing logs and metrics for performance analysis.
When working with a team on a high-priority ticket, what is the best way to ensure smooth collaboration?
Answer: Keep detailed work notes and maintain clear communication through the ticketing system.
Why is documenting every step of troubleshooting essential in a ticket?
Answer: For tracking progress, team communication, and creating a reference for similar issues.
A printer is not connecting to the network. Name three potential causes.
Answer: A printer is not connecting to the network. Name three potential causes.
What is the difference between an incident and a service request in ServiceNow?
Answer: An incident is an unplanned disruption (e.g., system crash), while a service request is a planned need (e.g., new software installation).
What is the benefit of using cloud computing over traditional on-premise solutions?
Answer: Scalability, cost efficiency, and on-demand resource availability.
Why is follow-up communication with the user critical after resolving a ticket?
Answer: To confirm resolution, ensure satisfaction, and provide closure.