5- A user has called the service desk and they're unable to download photos from their iPhone to their Windows computer? What are the top 3 problems the user may be facing?

6- A user cannot browse to bbc.co.uk however they can browse all other websites, what can be the problem?

7- A user contacts the service desk and expresses that an expected email has not been delivered to Outlook. What could have happened and what are the steps to find the email?

8- What are three reasons that you would recommend an SSD hard drive over an NvME hard drive?

9- A user calls the service desk and expresses that they cannot connect to the internet. List the first five questions you would ask them before proceeding to troubleshoot the issue.

10- It's almost 6pm and a phone call comes through to the service desk asking you to help with the installation of a software which would take almost two hours. The office closes at 6pm. What would you do?

11- What do cookies and incognito mode have in common on a Chrome browser and how is this different on Microsoft Edge?

12- You've been tasked to install Windows 10 Pro on a computer desktop, what are the steps you would take to install the operating system? (min 10 steps)

13- A USB connected to a computer doesn't load the associated data that's stored on the device. What are the top 5 issues which can cause this?

14- From the following processors i3, i5, i7 or Xeon - briefly explain which one would you choose and why?

15- Below is an email from a client, please prepare a suitable response to this email. "Dear Candidate, I have spent the best part of today on the phone to one of your engineers, trying to get our @companyname e-mail working. I started this process at 09.00 this morning. It is now 18.07 and we still have no access to our e-mails.  Can you please explain to me exactly why this has happened? I am trying to run a business which like all business these days is reliant on e-mail, so god only knows how much potential business we have missed today and how we have failed to service our customers in the way we usually do. As you can imagine, I am really disappointed in what has happened here, and I would like to know what you propose to do about this situation. I need this sorted out by 08.00 tomorrow morning which is the beginning of our business day. This is very important and critical to the business and I would appreciate a call about all this as soon as you get this e-mail. Regards, Anne Gree-Parson"

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