Instruction I: choose the correct answer
1. Which of the following program is loaded first when starting a
computer?
A.window desktop C.operating system
B.Network connection D.CMD
2. BIOS are used
A.by operating system C.by interpreter
B.by compiler D.by application software
3. One of the following boot methods is suitable for operating system whose files
are on a network drive.
A) .PXE C.DVD
B.CD-ROM D.USB
4.___________are used to connect the monitor to the computer which offers
images at higher resolution.
A.USB port C.Parallel port
B.VGA port D.none
5. A 25 pin female connector on the back of the computer will typically be _____
A.parallel port C.com2 port
B.serial port D.docking
6. Random access memory and read only memory are examples of______-
A.secondary memory C.Auxiliary memory
B.primary memory D.both A and B
7._____Are computer problems that happens intermittently again and again and
we are familiar with such problems
A.Diagnosis C.Faults
B.Routine problems D.none
8. If in window 7 Dell and cab files are corrupted, what type of problem is this?
A.user related C.Software related
B.Hardware related D.All
9. Which of the following can be considered as a common solution for a slow
computer?
A.Restarting the computer C.Uninstalling unused
programs
B.Verify that there is enough
free hard drive space D.All
10. Which of the following can be considered as a common solution for a
computer shows “No Operating System Found” error message on black screen?
A.the CMOS setup might not be correct
B.the operating system is corrupted and Hard disk is physically damaged
C.Uninstalling unused programs
D.A and B
11. Clients may request support by means of:
A.By calling a telephone or by C.They may fax
email D.All
B.They may come in person
/coming to office/
12. Which of the following is NOT important skills needed by the IT professional
who is working as a help desk person to record the clients’ support requirement
are?
A.Technical skill D.Improper use of
organizational rules and
B.Active listening skill
regulations
C.Professional act
13. Which of the following priority is a routine task?
A.High C. Middle
B.Low D. All
14. Good understanding of computer system is one aspect of Help Desk
Requirement.
A.True B. False
15. ________ is the process of collection of data for dealing with the individual’s
or the organization’s/communities’
A. Message B. communication C. Gathering information D. receiver
Instruction II:Practical
1. REMOVE the case of the system unit and identify the internal components
of the computer.(RAM, Hard disk drive,CPU,Power supply
unit,Motherboard,data cable for hard disk drive and CDROM drive)
2. Follow the steps to Device manager to view the events and try to identify if
there are any device having problem?
3. Assume you are IT system service support professional worker in sugar
Production Company. In the morning you received from different
department and sections of your company different requests.
A. Request through phone call
Ato Abebe Head of production division reports you that his computer is
unable to install any application what they went to his activity.
B. Request through your Email
From:
[email protected] Subject: Need help in Peachtree accounting software
Dir IT support Desk the Peachtree accounting software
installed in my computer is not working please help me as
soon as possible.
C. Request through request form
Form 1. Support Request Form
Request ID: SDR045
Department: Finance Division Date of Request: Time of request:
22/03/2015 4:30 AM_______
Name of Client: Meskerem_________________________________
Equipment Description: Dell Desktop___________________
Problem Description: Unable to access internet in my Desktop
For IT Support technician Only
Technician Name:
_______________________
Identified problem Description: Response
_____________________________ Time:____________
__
___________________________________________
____________
Form 2. Support Request Form
Request ID: SDR046
Department: Production Date of Request: Time of request:
Division 22/03/2015 5:30 AM_______
Name of Client: Ato Getu
M._________________________________________
Equipment Description: Dell Computer___________________
Problem Description: window media player is not working
For IT Support technician Only
Technician Name:
_______________________
Identified problem Description: Response
_____________________________ Time:____________
__
____________________________________________
___________
Form 3. Support Request Form
Request ID: SDR048
Department: HR Divsion Date of Request: Time of request: 9:00
Department_______________ 22/03/2015 AM_______
Name of Client: Ato Mesfin Belete_________________________________________
Equipment Description: HR software___________________
Problem Description: We need to develop a systems to managing employers file.
For IT Support technician Only
Technician Name:
_______________________
Identified problem Description: Response
_____________________________ Time:______________
__________________________________________________
_____
Form 4. Support Request Form
Request ID: SDR049
Department: Quality Control Date of Request: Time of request:
Divisor 23/03/2015 8:30 AM_______
Name of Client: Mr. Eric
J._________________________________________
Equipment Description: The LCD screen___________________
Problem Description: LCD screen that displays quality level of sugar unable
to open
For IT Support technician Only
Technician Name:
_______________________
Identified problem Description: Response
_____________________________ Time:____________
__
___________________________________________
____________
D. Ato. Zemenu he is from communication officer meets you at transportation
and asked you our CD unable to copied files from computer.
E.Ato Andualem who is from finance department called to fix his computer does
not boot up.
F.W/ro Elleni from executive secretary come in your office and tells her printer is
stopped printing in order to print employee attendance sheet.
Question From the above sconerrio
A.Record the details of request by preparing a request recording table
B.Analyse the problem based on their type and severity
C.prioritizing and escalate the request considering your working environment
No Client Problem description priority escalating Suggested
departme
name solution
Time of
nt
report
1
2
3
4
5
6
7
8
9
