A user calls the helpdesk because a solution that was previously suggested by another technician
did not solve the user’s issue. Which of the following is the MOST appropriate response?

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?

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?

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 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?

In which of the following situations is it appropriate for an IT service provider to make copies of a
customer’s confidential data?

A user is suspected of engaging in prohibited activity on their workstation. Which of the following
should be done FIRST?

Which of the following is required in order for BitLocker to be enabled?

The technician has identified prohibited content on a PC. Which of the following would be the
FIRST action that the technician should take?

A technician has replaced a riser inside a server and the riser is failing again after reboot. Which of
the following should have been used when initially replacing the riser?