A user calls to report that a notice keeps appearing on their screen whenever they try to pull down video clips from a website. The notice says “This category is being blocked because it is streaming media. Please click continue to use your assigned quota time”. The technician is aware that a new web filtering application was recently implemented which assigns a 120 minute quota on streaming media and a message appears allowing the user to continue. Which of the following is the BEST response for the technician to give the user?
A. “If you read the entire notice screen it clearly states that you should click continue. Did you read the
B. “Since video takes a large amount of bandwidth, management has implemented a policy to limit what
each user can download and watch.”
C. “A new application was introduced to help improve and manage the network. The video should appear
once you select continue on the message.”
D. “Are these video clips work related? What specific website are you trying to download the videos from?”
Since calling in an issue two days ago, a user reports that they have not heard from a help desk technician. Which of the following is the MOST appropriate response?
A. Let the user know that there is no record of the initial call.
B. Let the user know that the problem will be escalated immediately.
C. Let the user know that the technician will be out to resolve the problem tomorrow.
D. Close the initial ticket that was issued and open a new help desk ticket for the user.
After responding immediately to a dispatch, a technician arrives to resolve the customer’s issue. The customer appears to be angry that they have waited so long for a response. Which of the following is the BEST course of action for the technician to take?
A. Inform the manager of the customer’s behavior and then focus on completing the task in an expedited
B. Empathize with the customer’s urgency and inform them that the current service level agreement
allows for an eight hour response time.
C. Empathize with the customer and focus on completing the task in an expedited manner. Upon closure,
document the situation and inform the manager.
D. Contact dispatch immediately and request to speak to a manager to determine the breakdown in the
A technician realizes the problem a customer is having before the customer is done explaining all the symptoms. Which of the following is the BEST action for the technician to take?
A. Continue listening to the customer’s explanation until they are finished then refer them to a website
so the customer can find the proper resolution.
B. Ask the customer to repeat the problem and all the symptoms several times in order for the technician
to verify all the facts.
C. Finish listening to the customer’s explanation without interrupting if it will not take an excessive
amount of time.
D. Politely tell the customer that the technician knows the proper solution and that no further explanation
Which of the following is the FIRST step a technician should take to replace a network printer?
A. Unplug the network printer then notify users.
B. Notify all users before unplugging the printer.
C. Save all print jobs, replace the printer and print all saved files.
D. Delete all print jobs before replacing the printer.
In which of the following situations is it appropriate for an IT service provider to make copies of a customer’s confidential data?
A. If the technician determines it necessary, for backup purposes
B. It is never appropriate to copy a customer’s data
C. If the content is public knowledge
D. With the customer’s permission, for backup purposes
Which of the following is the proper way to remove a PCMCIA card from a laptop running Windows XP?
A. Click on the safely remove hardware icon, stop the device, and remove the card
B. Push the eject button on the card slot
C. Grasp the card firmly and slowly pull it from the slot on the laptop
D. In the Control Panel, stop the device service, and then remove the card
Which of the following components would MOST likely be utilized in a virtualization server? (Select TWO).
A. Maximum memory
B. High-end sound card
C. High-end video card
D. Dual-rail 1000w PSU
E. Quad core CPU
A surge suppressor is only capable of providing protection against which of the following environmental hazards?
A. Electrostatic discharge
B. Power blackouts
C. Power spikes
D. Power brown outs
Which of the following expansion cards would provide support for additional internal storage?
A. Video capture
C. USB port
D. RAID controller
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