100-150 Question 202
Select 3A user reports that they are unable to access the company's internal web application. As a network support technician, what steps should you take to troubleshoot the issue effectively while adhering to help desk best practices?
- A
Verify the user's network connectivity and collect details about their setup.
- B
Escalate the issue immediately to a senior technician without any initial troubleshooting.
- C
Document all findings, including error messages and steps already performed by the user.
- D
Close the ticket once you have determined the issue is with the user's local computer.
- E
Ask open-ended questions to gather detailed information about the problem.
Show answer and explanation
Correct answers: A, C, E
Explanation
Effective troubleshooting involves following structured methodologies, including verifying connectivity, gathering detailed information, and documenting findings. These steps help ensure clarity, proper record-keeping, and efficient resolution of user-reported issues while adhering to help desk best practices.
- A. Correct.
Verifying the user's network connectivity and collecting setup details is a critical first step to isolate the issue and determine the scope of the problem.
- B. Incorrect.
Escalating immediately without any initial troubleshooting violates help desk best practices, as technicians are expected to perform basic checks before involving higher-level support.
- C. Correct.
Documenting findings, including error messages and steps performed, ensures proper record-keeping and facilitates knowledge sharing or escalation if necessary.
- D. Incorrect.
Closing the ticket prematurely without resolving the issue or escalating it properly is unprofessional and not aligned with help desk best practices.
- E. Correct.
Asking open-ended questions allows the technician to gather detailed and relevant information, which is essential for diagnosing and resolving the issue effectively.