Unit 528 2023 Exam Questions & Answers

1 When carrying out a repair, if all your tests fail to identify the problem, what
should you do?

a) Ask the customer for help.

b) *Contact your supervisor help
c) Arrange for the system to be repaired by someone else.
d) Ask the customer to order a new system.

2 An ICT technician has repaired a faulty unit for a customer. Which one of the
following is the most likely method for reporting the details of the work carried
out?

A. An email sent to the control Centre.

B. An email sent to the manufacture.
C. A worksheet left on the customer’s site.
D. A worksheet signed by the customer and technician.

3 What is the most appropriate action to take if an ICT support technician

working to repair a system realises that the time allocated will not be sufficient
and the job will overrun?

A. Continue with the repair ignoring the time restriction.

B. Inform the customer and their supervisor of the time issue.
C. Ask the customer to authorise the additional cost.
D. Stop working on the system and return to base.

4 When corrective maintenance is recorded properly, it.

A. May cause problems as the records may be altered.

B. May cause problems as the records may get lost.
C. Removes duplication of effort when fault finding.
D. May reduce the workload for the technical support team.

5 What is the main advantage of preventative maintenance?

A. Identifies past system problems.

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 Unit 528 2023 Exam Questions & Answers
B. Reduces overall system down time.
C. Identifies users who use the system frequently.
D. Increases overall system running costs.

6 With one of the following best describes preventative maintenance?

A. It is carried out when a system component has failed.

B. It is carried out to avoid potential system failures.
C. It is seen as a cost-effective solution for fixing system faults.
D. It is necessary to comply with the manufactures warranty.

7 Preventative maintenance procedures should be recorded and

A. Kept by the maintenance engineer and logged with the manufacturer.

B. Kept personally by the engineer concerned.
C. Kept with the system and by the support organization.
D. Logged with the system manufacturer.

8 Preventative maintenance in an IT system has to be co-ordinated with the

users because.

A. It extends the life of software.

B. They will have to help with the maintenance.
C. The system is run maximum load during maintenance.
D. It could cause unexpected interruption.

9 Which one of the following is a standard way of alerting system operators

that preventative maintenance is required?

A. Customer initiated request based on local knowledge.

B. System generated alert based on running time or calendar time.
C. System generated alert indicating a serious system fault.
D. Supplier initiated request based on date of purchase.

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 Unit 528 2023 Exam Questions & Answers
10 Which one of the following is essential as part of the planning for
preventative maintenance?

A. Co-ordination with the system manufacturer in case support is required.

B. Co-ordination with the customer to minimise disruption.
C. Arranging user training while the system is down for preventative
maintenance.
D. Arranging for the availability of as many replacement components as
possible.

11 Which of the following would be the most useful in diagnosing the cause of
a workstation displaying a number of different faults?

A. Rebooting the system.

B. Tools and ESD protection.
C. Diagnostic software.
D. Operating manuals.

12 Which one of the following is a common issue for technicians wishing to

carry out preventative maintenance routines on a customer's site?

A. Inadequate user training.

B. Inadequate work experience from fellow operatives.
C. Inadequate lighting on site.
D. Inadequate access to building areas.

13 System faults found during preventative maintenance should be reported to

A. system users
B. technician's supervisor
C. other technicians
D. manufacturer

14 Which one of the following is a standard procedure after CD drive

replacement?

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 Unit 528 2023 Exam Questions & Answers
A. CPU utilisation test.
B. Memory utilisation test.
C. Hard disk drive read-write test.
D. CD drive read-write test.

15 Which of the following methods of recording preventative maintenance on

workstations is the most convenient and widely accessible?

A. A record book kept in the network manager's office.

B. Record books kept by each workstation.
C. An on-line database accessible to all authorised people.
D. A record document kept on the hard drive of each workstation.

16 Which one of the following software programs can prevent problems on a

computer system?

A. Virus.
B. Trojan Horse.
C. Firewall.
D. A macro.

17 How should a new employee find out about health and safety procedures in
their company?

A. Health and safety information leaflets.

B. Induction training and information pack.
C. Health and safety course at college.
D. On-the-job training from colleagues.

18 Which one of the following poses a risk of electrical shock?

A. An extension cable.
B. A damaged keyboard.
C. A damaged power lead.
D. Trailing electrical cables.

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 Unit 528 2023 Exam Questions & Answers
19 Which one of the following would be most likely to breach health and safety
legislation?

A. Disposal of a storage media containing customer data.

B. Use of a damaged network cable.
C. Excessive use of an ESD protection cable.
D. Disabling the cover safety interlock switch on a laser printer.

20 The method for disposing of a hazardous substance, by an organisation,

should be found in

A. government regulations
B. company administration procedures
C. company waste procedures
D. the local health and safety policy.

21 Regulations on the control of hazardous substances apply when

A. cleaning up excess toner in a laser printer

B. disposing of excess printer paper
C. disposing of ICT equipment packaging
D. cleaning a scanning device.

22 un-repairable monitor should be disposed of

A. in a suitable waste container

B. on an approved landfill site
C. by a licensed waste disposal operator
D. in antistatic bags.

23 A toner cartridge is replaced on site and the old cartridge thrown away into
a suitable waste container. This particular action is

A. acceptable as long as care is taken not to damage the cartridge

B. not acceptable as it breaches health and safety guidelines

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 Unit 528 2023 Exam Questions & Answers
C. acceptable as long as the toner cartridge is a sealed unit
D. not acceptable as a toner cartridge should never be thrown away.

24 Which of the following would be classed as a hazardous substance that

requires extra care and/or safety equipment when using them?

A. Screen wipes.
B. Isopropyl alcohol.
C. Antistatic foam.
D. Antistatic cleaning cloths.

25 In order to make maximum use of resources, empty sealed toner cartridges

should be

A. disposed of as directed by your employer.

B. disposed of in a suitable waste container
C. sent to a recycling centre.
D. refilled on site using replacement toner.

26 If hazards around the workplace are not reported or dealt with

appropriately,

A. a risk of personal injury or harm could persist.

B. the health and safety manager will deal with it eventually.
C. the employer will deal with it eventually.
D. the risk of personal injury will decrease eventually.

27 A hazard can be defined as

A. the probability of an accident happening.

B. anything that has the potential to harm people or property.
C. an accident that has recently happened
D. the risk of personal injury.

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 Unit 528 2023 Exam Questions & Answers
28 When working on mains-powered equipment, (eg PCs, printers, copiers), an
employee should

A. remove jewellery and secure loose clothing

B. disconnect the item from the network
C. isolate all mains power supplies
D. ask their supervisor for guidance.

29 A box has arrived on site which is too heavy for one person to lift. Which
one of the following should be done first?

A. Obtain suitable lifting equipment.

B. Carry out a risk assessment.
C. Two or more people should be asked to lift the box.
D. Open the box and move its contents bit by bit.

30 When using a mouse and keyboard at an IT workstation, the operator

should

A. use forearms to support their weight when typing.

B. support forearms only when resting.
C. place keyboard across knees and lean back
D. lean forward and rest forearms on the desk.

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 Unit 528 2023 Exam Questions & Answers

Answers
[26/04, 4:48 pm] Hanad:

1 When carrying out a repair, if all your tests fail to identify the problem, what
should you do?

b) Contact your supervisor help

2 An ICT technician has repaired a faulty unit for a customer. Which one of the
following is the most likely method for reporting the details of the work carried
out?

D. A worksheet signed by the customer and technician.

3 What is the most appropriate action to take if an ICT support technician

working to repair a system realises that the time allocated will not be sufficient
and the job will overrun?

B. Inform the customer and their supervisor of the time issue.

4 When corrective maintenance is recorded properly, it.

C. Removes duplication of effort when fault finding.

5 What is the main advantage of preventative maintenance?

B. Reduces overall system down time.

6 With one of the following best describes preventative maintenance?

B. It is carried out to avoid potential system failures.

7 Preventative maintenance procedures should be recorded and

C. Kept with the system and by the support organization.

8 Preventative maintenance in an IT system has to be co-ordinated with the

users because.

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 Unit 528 2023 Exam Questions & Answers
D. It could cause unexpected interruption.

9 Which one of the following is a standard way of alerting system operators

that preventative maintenance is required?

B. System generated alert based on running time or calendar time.

10 Which one of the following is essential as part of the planning for

preventative maintenance?

B. Co-ordination with the customer to minimise disruption.

11 Which of the following would be the most useful in diagnosing the cause of
a workstation displaying a number of different faults?

C. Diagnostic software.

12 Which one of the following is a common issue for technicians wishing to

carry out preventative maintenance routines on a customer's site?

D. Inadequate access to building areas.

13 System faults found during preventative maintenance should be reported to

B. technician's supervisor

14 Which one of the following is a standard procedure after CD drive

replacement?

D. CD drive read-write test.

15 Which of the following

methods of recording preventative maintenance on workstations is the most

convenient and widely accessible?

C. An on-line database accessible to all authorised people.

16 Which one of the following software programs can prevent problems on a

computer system?

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 Unit 528 2023 Exam Questions & Answers
C. Firewall.

17 How should a new employee find out about health and safety procedures in
their company?

B. Induction training and information pack.

18 Which one of the following poses a risk of electrical shock?

C. A damaged power lead.

19 Which one of the following would be most likely to breach health and safety
legislation?

D. Disabling the cover safety interlock switch on a laser printer.

20 The method for disposing of a hazardous substance, by an organisation,

should be found in.

A. government regulations

21 Regulations on the control of hazardous substances apply when.

A. cleaning up excess toner in a laser printer

22 un-repairable monitor should be disposed of.

C. by a licensed waste disposal operator

23 A toner cartridge is replaced on site and the old cartridge thrown away into
a suitable waste container. This particular action is

B. not acceptable as it breaches health and safety guidelines

24 Which of the following would be classed as a hazardous substance that

requires extra care and/or safety equipment when using them?

B. Isopropyl alcohol.

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 Unit 528 2023 Exam Questions & Answers
25 In order to make maximum use of resources, empty sealed toner cartridges
should be

C. sent to a recycling centre.

26 If hazards around the workplace are not reported or dealt with

appropriately

A. a risk of personal injury or harm could persist.

27 A hazard can be defined as

B. anything that has the potential to harm people or property.

28 When working on mains-powered equipment, (eg PCs, printers, copiers), an

employee should

C. isolate all mains power supplies

29 A box has arrived on site which is too heavy for one person to lift. Which
one of the following should be done first?

B. Carry out a risk assessment.

30 When using a mouse and keyboard at an IT workstation, the operator

should

B. support forearms only when resting.

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