Level 1 quiz — Beginner: Workstation & User Support

Quiz — Level 1 · Beginner: Workstation & User Support

5 questions, exactly one correct answer per question.
Answer them all, then click Check my answers: your score and the explanations appear.

1. What is essential before reinstalling Windows?

Nothing Back up the user's data first Permanently unplug the network Delete the BIOS

Installation erases the disk. Afterwards: drivers, updates, accounts, software, then restore the data.

2. What is the first step of good troubleshooting?

Reinstall everything Diagnose methodically: reproduce, find what changed, isolate the cause before acting Swap hardware at random Restart without thinking

A structured approach (simple to complex, one change at a time) avoids making the problem worse and wasting time.

3. What is a ticketing system for at Tier 1?

Monitoring employees Logging, prioritizing and tracking requests, and building a knowledge base Slowing work down Nothing

Traceability reveals recurring incidents (an underlying problem) and stops you re-solving the same issue twice.

4. Why does software licence management matter?

It doesn't Using software without a valid licence is illegal and risky; you must track what you have Licences are always free Only price matters

A driver lets hardware talk to the OS; a licence governs the right to use software. Both must be managed.

5. What quality matters as much as technical skill in user support?

Typing speed Communication: listen, explain plainly, reassure, avoid jargon Silence Suspicion

Users judge support on the relationship as much as the fix. Communicating well is a technical skill in itself.

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