Name: 
 

Customer Service/PC Technician



Short Answer
 

 1. 

To work as PC technicians, why is it advantageous to have certification or an advanced technical degree?
 

 2. 

What does the call-tracking system of an organization generally track?
 

 3. 

What are the characteristics that constitute good service in the eyes of most customers?
 

 4. 

What are the two ways in which almost every support project starts?
 

 5. 

What are some examples of questions from customers that your organization might not want you to answer?
 

 6. 

What should you do after you have solved the customer’s problem and the service session has ended?
 

 7. 

When a customer calls asking for support, what are the first few things that you should do at the beginning of the service call?
 

 8. 

What are some of the warning signs that software purchased from a vendor is pirated?
 

 9. 

What are some of the risks that purchasers of counterfeit or copied software face?
 

 10. 

How do expert systems for PC technicians work?
 

 11. 

What is the phone extension for the Monty Tech Help Desk?
 

 12. 

What is the password to access the voice mail for the Monty Tech Help Desk?
 

 13. 

The database for the Monty Tech Help Desk was designed in which database program?
 

 14. 

When a call comes into the Monty Tech Help Desk, how should the student support technician respond? Write a short phone script.
 

 15. 

If the student support technician on the Monty Tech Help Desk cannot answer a user’s question or solve a user’s technical problem, what should the student technician do next?
 

 16. 

If student technicians perform a site visit to a classroom or shop to solve a problem, once they have solved the problem, what should they do next?
 

 17. 

What is the BOD (beginning of day) procedure for the assigned Help Desk student support technician?
 

 18. 

What is the End of Day (EOD) procedure for the assigned Help Desk student support technician?
 

 19. 

During the day, what are the continuous responsibilities of the assigned Help Desk student support technician?
 

 20. 

Whose sole responsibility is it to assign students to support calls?
 

 21. 

What is the proper attire for student support technicians?
 

 22. 

What is the End of Day (EOD) procedure for all Infotech students?
 

 23. 

What is the Beginning of Day (BOD) procedure for all Infotech students?
 

 24. 

When recording a support phone call, what information must the assigned Help Desk student support technician record into the database?
 

 25. 

What is the current username and password for the Help Desk database?
 



 
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