Joe, a Customer, Has Informed a Tier 2 Help Desk

question 11

Multiple Choice

Joe, a customer, has informed a Tier 2 help desk technician that a computer will not boot up. After about ten minutes of troubleshooting, Joe is increasingly concerned and claims that the technician is wasting his time because he has already tried everything that has been suggested. Which of the following should the technician do?

• A) Since Joe is concerned about time, suggest calling back later when Joe has more time to troubleshoot
• B) Record the call and send it to the local intranet for future technicians to learn how to deal with calls like this one
• C) Ask more open-ended questions to see if the issue can be narrowed down in order to properly identify the issue and save time
• D) Inform the customer that there is a troubleshooting script that must be followed to get the issue resolved

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Definitions:

Identifying Links

Refers to the process of recognizing and establishing connections between various elements, ideas, or data points.

Unrelated Things

Concepts or items that do not have a direct connection or relevance to one another.

Everyday Work Practices

The routine actions and behaviors employees engage in as part of their daily work life, contributing to organizational culture and productivity.

Alertness

The ability some people have to identify opportunities.