1. Name five job roles that can all be categorized as a PC technician.
PC support technician, PC service technician, Technical retail associate, Bench technician, and Help-desk technician.
2. Of the five jobs in Question 1, which one job might never include interacting with the PC's primary user?
Bench technician
3. Assume that you are a customer who wants to have a PC repaired. List five main characteristics that you would want to see in your PC repair person.
Patient, Positive/helpful attitude, Good listener, Professional, Dependable.
4. What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment?
Try to resolve over the phone prior to making an appointment, atleast address the problem.
5. You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?
Let them know. Apologize and arrange new date and time.
6. When you arrive for an on-site service call, how important is your greeting? What would be a good greeting to start off a good business relationship?
Hello, I am ____, from ____. Explain to me the problem so I can do my best to get it fixed so you guys can get on with your day.
When making an on-site service call, what should you do before making any changes to software or before taking the case cover off a computer?
ASK FOR PERMISSION FIRST!
8. What should you do after finishing your PC repair?
Put everything back together the way it was and clean up any mess. Then explain to the customer what you just did and what was malfunctioning. VERIFY EVERYTHING WORKS!
9. What is a good strategy to follow if a conflict arises between you and your customer?
Treat others as you, yourself would like to be treated.
10. If you are about to make an on-site service call to a large financial organization, is it appropriate to show up in shorts and a T-shirt? Why or why not?
No, it's simply unprofessional.
11. You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do?
Go back over the basic questions and re-ask the customer so you can fix the problem. ASK A CO-WORKER!
12. If you need to make a phone call while on a customer's site and your cell phone is not working, what do you do?
Kindly ask them if you could use a local telephone to aid you in getting the repair done.
13. When someone calls your help desk, what is the first thing you should do?
Tell them who you are and who you work for. Then ask for their name and how you may assist them. IDENTIFY CALLER. VERIFY AUTHORIZED FOR WORK!
14. List the items of information you would want to record at the beginning of a help-desk call.
Customers name, phone number, what the machine is, what is the problem.
15. What is one thing you can do to help a caller who needs phone support and is not a competent computer user?
Be specific with your instructions
16. Describe what you should do when a customer complains to you about a product or service that your company provides.
Don't argue with them but find something that you can both agree on to ease and comfort the customer.
17. What are some things you can do to make your work at a help desk easier?
Be organized and know your limits with other fellow co-workers.
18. Why is it important to be a certified technician?
Shows yourself, and your customers that you actually know what you're doing and you can be confident.
19. When applying for a position as a help desk technician you discover the job interview will happen by telephone. Why do you think the employer has chosen this method for the interview?
To actually see how you talk over the phone and if you have the right personality traits to be successful as a help desk technician.
20. What organization offers A+ certification?
CompTIA