100-140 Question 6
Single answerYou are a newly hired IT support technician at a company. A user contacts the help desk, reporting that they cannot access their email. As part of the troubleshooting process, you ask the user several clarifying questions to gather more details about the issue. Which key help desk concept does this approach demonstrate?
- A
Incident management
- B
Active listening
- C
Service level agreement (SLA)
- D
Escalation procedure
Show answer and explanation
Correct answer: B
Explanation
Active listening is a fundamental help desk concept that enables IT support technicians to effectively understand the user's issue by asking clarifying questions, paraphrasing, and confirming details. This ensures that the problem is accurately identified and addressed, contributing to a smoother resolution process.
- A. Incorrect.
Incident management refers to the overall process of identifying, analyzing, and resolving incidents to restore normal service operation. While related, it does not specifically describe the act of asking clarifying questions to gather details.
- B. Correct.
Active listening is a key help desk concept that involves paying attention to the user's concerns, asking clarifying questions, and ensuring a full understanding of the issue before proceeding with resolution.
- C. Incorrect.
Service level agreement (SLA) defines the agreed-upon level of service between a provider and a customer, such as response or resolution times. It does not involve gathering information directly from the user.
- D. Incorrect.
Escalation procedure refers to the process of transferring an issue to a higher level of support if it cannot be resolved at the current level. It is not directly related to asking clarifying questions.