EMT Practice Test

1. Question Content...

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Question1: What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

Question2: What is the best description of a help desk technology infrastructure? (Choose 1)

Question3: What is unstructured information gathering? (Choose 1)

Question4: An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

Question5: You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

Question6: You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

Question7: What is unstructured information gathering? (Choose 1)

Question8: Which two are techniques for communicating cross culturally? (Choose two)

Question9: What are the two most important purposes of an annual survey? (Choose two)

Question10: What is a purpose of self-help technology? (Choose 1)

Question11: You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

Question12: You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)

Question13: A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

Question14: A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

Question15: Which are the two most important qualities required for effective leadership? (Choose two)

Question16: The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

Question17: What is the key benefit of root cause analysis? (Choose 1)

Question18: Which three actions should be taken when implementing a change? (Choose three)

Question19: Which two of the following enables a help desk to provide consistent service? (Choose two)

Question20: Which are two characteristics of active listeners? (Choose two)

Question21: When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

Question22: What two should be included in a disaster recovery (service continuity) plan? (Choose two)

Question23: What are the two most important points to remember in order to manage a call successfully? (Choose two)

Question24: You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

Question25: What are two purposes of an on-going (event) survey? (Choose two)

Question26: Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

Question27: What are the three most likely disadvantages of cross-functional teams? (Choose three)

Question28: What is a principle of structured information gathering? (Choose 1)

Question29: Which two tools can be used to capture metrics in a support environment? (Choose two)

Question30: What is used to set customer expectations? (Choose 1)

Question31: What are three advantages of performing system backups? (Choose three)

Question32: As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

Question33: What are three characteristics of effective leaders? (Choose three)

Question34: What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

Question35: What is the most effective method for ticket monitoring? (Choose 1)

Question36: What are the two most important purposes of an annual survey? (Choose two)

Question37: What are the two key benefits of self help technology? (Choose 2)

Question38: Which two business needs must be considered when allocating priorities? (Choose two)

Question39: What is a principle of structured information gathering? (Choose 1)