100-140 Question 5
Single answerA user contacts the help desk reporting that they are unable to access their email account. As a help desk technician, what is the first step you should take following standard help desk procedures?
- A
Verify the user's identity to ensure they are authorized to access the account.
- B
Reset the user's email password immediately to resolve the issue.
- C
Escalate the issue to a higher-level technician without troubleshooting.
- D
Check the email server status to see if there is a system-wide outage.
Show answer and explanation
Correct answer: A
Explanation
Help desk technicians must follow standard procedures to ensure both efficiency and security. Verifying the user's identity is a critical first step to confirm authorization before troubleshooting or resolving issues. This prevents unauthorized access and aligns with best practices in help desk operations.
- A. Correct.
Verifying the user's identity is the first step in ensuring security while handling any help desk request. This is a standard help desk procedure to prevent unauthorized access.
- B. Incorrect.
Resetting the user’s password immediately is premature without first verifying their identity or understanding the root cause of the problem.
- C. Incorrect.
Escalating the issue without any troubleshooting is not in line with help desk best practices. Initial troubleshooting should always take place before escalation.
- D. Incorrect.
Checking the email server status is important but not the first step. Verifying the user's identity comes first to ensure you are assisting the correct person.