Flashcards on IT Support

Click on the flashcard to see the answer


What is IT support?

IT support refers to any service provided to users of technology products or services often in the form of hardware or software support.

What are some common examples of IT support?

Examples of IT support include troubleshooting computer issues, installing software, setting up email accounts, configuring hardware, replacing outdated equipment, and educating users on new technology.

What is a help desk?

A help desk is a support service that provides assistance to users of technology products or services, particularly when a problem arises.

What is the difference between first-line and second-line IT support?

First-line IT support is the initial point of contact for users who experience technical issues and can usually be resolved immediately. Second-line support refers to more complex issues that require a higher level of technical expertise.

What are some common software troubleshooting steps?

Common software troubleshooting steps include restarting the software, updating or reinstalling the software, scanning for viruses or malware, and restoring the system to a previous state.

What are some common hardware troubleshooting steps?

Common hardware troubleshooting steps include checking connections, replacing faulty components, updating drivers or firmware, and running diagnostics on the system.

What is remote IT support?

Remote IT support involves troubleshooting technical issues with the use of remote access software, rather than requiring the technician to be physically present at the location in need of assistance.

What is a service level agreement (SLA)?

A service level agreement is a contract between an IT service provider and a customer that outlines the level of service and the associated expectations, including response time, issue resolution time, and performance metrics.

What is ITIL?

ITIL (Information Technology Infrastructure Library) is a framework of best practices for IT service management. It provides guidance on the management of IT services and the processes involved in delivering them effectively.

What is the role of an IT support specialist?

The role of an IT support specialist is to provide technical assistance to end-users and customers, diagnose and resolve technical issues, install and configure hardware and software, maintain and update systems, and identify opportunities for improvement.

What skills are necessary for a career in IT support?

Skills necessary for a career in IT support include technical proficiency, strong communication and problem-solving skills, attention to detail, organizational skills, and the ability to work independently and collaboratively.

What is an IT support ticket?

An IT support ticket is a record of a reported issue or request for assistance that has been logged and assigned to an IT support agent or team for resolution.

What is the primary goal of IT support?

The primary goal of IT support is to provide quality technical assistance to end-users and customers, with the aim of resolving issues quickly and effectively.

What are some common best practices for providing IT support?

Common best practices for providing IT support include actively listening to users, practicing empathy, taking thorough notes, keeping users informed of progress, keeping documentation up-to-date, and striving for continuous improvement.

What is a data breach?

A data breach is a security incident in which sensitive, protected, or confidential data is accessed or viewed by unauthorized individuals or entities.

What is IT support?

IT support refers to any service provided to users of technology products or services often in the form of hardware or software support.

What are some common examples of IT support?

Examples of IT support include troubleshooting computer issues, installing software, setting up email accounts, configuring hardware, replacing outdated equipment, and educating users on new technology.

What is a help desk?

A help desk is a support service that provides assistance to users of technology products or services, particularly when a problem arises.

What is the difference between first-line and second-line IT support?

First-line IT support is the initial point of contact for users who experience technical issues and can usually be resolved immediately. Second-line support refers to more complex issues that require a higher level of technical expertise.

What are some common software troubleshooting steps?

Common software troubleshooting steps include restarting the software, updating or reinstalling the software, scanning for viruses or malware, and restoring the system to a previous state.

What are some common hardware troubleshooting steps?

Common hardware troubleshooting steps include checking connections, replacing faulty components, updating drivers or firmware, and running diagnostics on the system.

What is remote IT support?

Remote IT support involves troubleshooting technical issues with the use of remote access software, rather than requiring the technician to be physically present at the location in need of assistance.

What is a service level agreement (SLA)?

A service level agreement is a contract between an IT service provider and a customer that outlines the level of service and the associated expectations, including response time, issue resolution time, and performance metrics.

What is ITIL?

ITIL (Information Technology Infrastructure Library) is a framework of best practices for IT service management. It provides guidance on the management of IT services and the processes involved in delivering them effectively.

What is the role of an IT support specialist?

The role of an IT support specialist is to provide technical assistance to end-users and customers, diagnose and resolve technical issues, install and configure hardware and software, maintain and update systems, and identify opportunities for improvement.

What skills are necessary for a career in IT support?

Skills necessary for a career in IT support include technical proficiency, strong communication and problem-solving skills, attention to detail, organizational skills, and the ability to work independently and collaboratively.

What is an IT support ticket?

An IT support ticket is a record of a reported issue or request for assistance that has been logged and assigned to an IT support agent or team for resolution.

What is the primary goal of IT support?

The primary goal of IT support is to provide quality technical assistance to end-users and customers, with the aim of resolving issues quickly and effectively.

What are some common best practices for providing IT support?

Common best practices for providing IT support include actively listening to users, practicing empathy, taking thorough notes, keeping users informed of progress, keeping documentation up-to-date, and striving for continuous improvement.

What is a data breach?

A data breach is a security incident in which sensitive, protected, or confidential data is accessed or viewed by unauthorized individuals or entities.

Share


Login to Save


Share



Login to Save


Explore Other Decks


Made for Grade 7

L'Illuminismo


View Deck
Made for Grade 8

Ivan Franko - Ukrainian Literary Phenomenon


View Deck
Made for Grade 9

Computer Components


View Deck

Explore More