A technician is working at a help-desk form and receives a call from a user who has experienced repeated BSODs. The technician is scheduled to take a break just after the call comes in. Which of the following is the BEST choice for the technician to make?
A. Politely ask the user to call back
B. Ask another technician to take the call
C. Troubleshoot the issue for the user
D. Input the issue as a ticket and escalate to Tier 2
E. Put the user on hold and troubleshoot after the scheduled break
CompTIA A+ 220-1102 (Core 1) ExamFULL Printable PDF and Software. VALID exam to help you PASS. |
 |
I agree @Rudy
“Ask another technician to take the call”, while this may not be the most effective and very practical answer but I guess this is the general principal or standard that CompTIA has setup.
I agree with Rudy here. You’ve already taken the call and let the customer explain their issue and NOW you want to pawn it off on someone else?
As someone with many years of call center/help-desk experience. I’ve never had permission to do this. I simply work the issue and take my break after. I understand breaks are important, and in some cases you have a pretty strict schedule to adhere to, but customer comes first, do they not?