"Best Choices for Help Desk Technicians"
Question
A technician is working at a help desk firm 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?
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D. E.B.
The BEST choice for the technician in this scenario would be to input the issue as a ticket and escalate to Tier 2, which is option D.
Explanation:
BSODs (Blue Screen of Death) can be a sign of serious hardware or software issues that require in-depth troubleshooting. As the technician is about to take a break, it may not be possible to give the user the immediate attention required to diagnose the problem. Therefore, it is better to create a ticket and escalate the issue to Tier 2 support, who have the necessary skills and knowledge to deal with such problems.
Option A, politely asking the user to call back, may not be the best choice as the user is likely frustrated and needs assistance. It may also reflect poorly on the technician's customer service skills.
Option B, asking another technician to take the call, is not the best choice either as the other technician may not be available, or the user may have already explained the problem to the technician.
Option C, troubleshooting the issue for the user, may be tempting, but as mentioned earlier, BSODs can be an indicator of serious problems that may require advanced technical knowledge to diagnose and fix.
Option E, putting the user on hold and troubleshooting after the scheduled break, is not the best choice as the user may not have the time or patience to wait and may escalate the issue to management. It is also unprofessional to keep a customer on hold for an extended period of time.
In summary, option D is the best choice as it ensures the user's problem is taken seriously and addressed appropriately by more experienced technicians.
