Technical Help Desk (Microsoft)

Measures knowledge of troubleshooting core end-user problems using common office software in the Windows platform.

SKU: 960 Category:

Description

The Technical Help Desk (Microsoft) test measures knowledge of troubleshooting core end-user problems using common office software in the Windows platform. Designed for experienced help desk professionals. The following areas are covered: Hardware Help Desk Operations Internet Explorer Microsoft Office Networking and Connectivity Operating Systems PC Peripherals Software System Security and Maintenance

Job Level – Individual Contributor
Job Family/Title – Technical Support, Help Desk
Languages Available – English (US)
Average Testing Time – (minutes) 27 minutes
Allowed Time – 90 minutes
Maximum Number of Questions – 30 items
Designed for Unproctored Environment – Yes
Question Format – Multiple choice/Adaptive

Assessment Topics

Hardware
• Compatibility
• Configuration
• Standard Components

Help Desk Operations
• Call Tracking
• Documentation
• Service Requests

Internet Explorer
• Active X Controls
• Browser Connectivity Settings
• Metro and Desktop Browsers
• Privacy Settings
• Security Zones

Microsoft Office
• File Security
• Read Only / Files from untrusted location
• Troubleshooting Outlook Problems

Networking and Connectivity
• Diagnostic Commands
• Domain Join
• Gateways and Routing
• Mapping Network Drives
• Network Connectivity

Operating Systems
• Boot Problems
• Licensing
• Navigation

PC Peripherals
• External Hard Drives, NAS, and SANs
• Internal Hardware Installation
• Printer Installation and Configuration
• Scanners and Digital Cameras
• Troubleshooting Print Problems
• USB, Firewire Standards, and Devices

Software
• Built-in Applications
• File Associations
• Fixing Bugs and Applying Patches
• Installation and Compatibility Issues
• Performance Issues

System Security and Maintenance
• Anti-Virus and Anti-Malware
• Automatic Updates
• Backup
• Firewalls and Access Control Lists
• Power Management
• Registry and Configuration Changes

Additional information

Appropriate For

Depth

Administration Time

Format

Scoring Options

Language