Technical Support Processes Assessment


Technical Support Processes Assessment

Skills Assessment

The Technical Support Processes test assesses technical support concepts and processes as they are related to software, Internet, Windows, and overall PC support. This assessment will gauge a test taker's ability to handle the problems that come up as a technical support representative and focuses on newer versions of Windows such as Windows 7. Handling phone calls properly is tested along with the necessary technical knowledge. The test is appropriate for test takers who are currently working, or plan on working, in the technical support field. Tests for Technical Support - IT/Network and Call Center Technical Support [audio] are also available.


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How does it work?
Total Questions 42
Question Types Multiple Choice
Competencies Tested Windows Support
Hardware, Internet, Software Support
Technical Support Concepts
Tasks Tested Finding Document
Preventing Unapproved Changes
Locating System Information
Location Familiarity
Program Not Responding
Uninstalling Software
Unable to Read Screen
Operating System Familiarity
Default Location
Computer Protection
Disk Space
Recycle Bin
Computer Performance
Cascade Mode
Recovery Drive
Command Line - Hard Drive Check
File History
Accessing a Microsoft Word Document
Installation Process
Username/Password Difficulties
Printer Troubleshooting
Embedded Links
Operating System Partition
Selectively Moving Files
Internet Access
Web Site Down
Understanding Computer Concepts
Problems Accessing a Web Site
Internet Troubleshooting
Installation Troubleshooting
Finishing an Incomplete Uninstalled
Print and File Sharing
Installation Problems
Goals to Resolving Calls
Resolving Issues with a Novice Computer User
Support Concepts
Phone Etiquette
Customer Call Back
Resolving Calls
Gathering Information