100-150 Question 203
Select 3A user reports that they are unable to access the company’s intranet. As a support technician, what steps should you take to effectively troubleshoot this issue while following help desk best practices?
- A
Ask the user detailed questions about the issue and document their responses in the ticketing system.
- B
Immediately escalate the issue to a higher-level technician without gathering further information.
- C
Check if other users are experiencing similar issues and document the findings.
- D
Request the user to restart their computer and mark the ticket as resolved.
- E
Verify the user’s network connectivity and document all troubleshooting steps taken.
Show answer and explanation
Correct answers: A, C, E
Explanation
Effective troubleshooting methodologies involve systematically gathering information, documenting findings, and performing key diagnostic checks to identify the root cause of an issue. Options 1, 3, and 5 align with these principles and follow help desk best practices, which include maintaining thorough documentation and adhering to a structured approach.
- A. Correct.
Asking detailed questions and documenting responses is crucial for understanding the problem and creating a comprehensive ticket for resolution.
- B. Incorrect.
Escalating an issue without gathering initial information is not a best practice and can lead to delays in resolving the issue.
- C. Correct.
Checking if other users are experiencing similar issues helps determine if it’s an isolated problem or a wider network issue, which is a key troubleshooting step.
- D. Incorrect.
Requesting a restart without further investigation and marking the ticket as resolved does not follow proper troubleshooting or documentation practices.
- E. Correct.
Verifying network connectivity and documenting all troubleshooting steps are essential for identifying the root cause and ensuring transparency in the resolution process.