A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）A、Ask another technician who has worked with this co
题目
A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）
- A、Ask another technician who has worked with this computer previously to learn about any other prior issues.
- B、Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
- C、Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
- D、Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.
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更多“A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）A、Ask another technician who has worked with this co”相关问题
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第1题：
After installing a new video card, the computer loads Windows and continuously reboots. Which of the following would be the FIRST step that a technician should take?（）
- A、Run CHKDSK
- B、Boot to ERD
- C、Run MSCONFIG
- D、Go into Safe Mode
正确答案:D -
第2题：
A technician receives a computer for repair and observes that the fan on the power supply is not moving. Which of the following should the technician do？ （）
- A、Move the power supply voltage switch to 220 volts.
- B、Add an additional fan to help cool the computer.
- C、Replace the cable that attaches the power supply to the motherboard.
- D、Replace the power supply.
正确答案:D -
第3题：
A customer states their computer was fine until yesterday when they heard a pop noise and thecomputer stopped working. Which of the following components should the technician test FIRST?（）
- A、Main system board
- B、Processor
- C、Hard disk drive
- D、Power supply
正确答案:D -
第4题：
A server has failed after a tested and scheduled change control has been implemented. Which of the following is the FIRST thing the server technician should do？（）
- A、Perform a root cause analysis.
- B、Escalate the problem.
- C、Notify stakeholders.
- D、Establish a plan of action.
正确答案:C -
第5题：
A user is unsatisfied with the quality of the repair that another technician has completed on their PC. Which of the following should be done to help the user?（）
- A、Agree with the user’s complaints
- B、Clarify the user’s statements
- C、Minimize the user’s criticism
- D、Shadow the other technician on the next repair
正确答案:B -
第6题：
A network technician is troubleshooting a network issue that has just been reported. Which of thefollowing troubleshooting steps should the technician take FIRST to help resolve this issue?（）
- A、Record the solution in the appropriate logs for future use.
- B、Ask the user who reported the issue what past documentation they have.
- C、Ask the user who reported the issue to explain the symptoms in detail.
- D、Record what steps should be taken to resolve the issue.
正确答案:C -
第7题：
A technician has identified prohibited content on a user’s hard drive. Which of the following should be done NEXT?（）
- A、Warn the user
- B、Report through proper channels
- C、Wipe the drive
- D、Give the computer back to the user
正确答案:B -
第8题：
A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）
- A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
- B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
- C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
- D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.
正确答案:B -
第9题：
A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）
- A、Ask the customer to wait and answer the phone call.
- B、Talk on the phone while listening to the customer.
- C、Hand the phone to a coworker to answer the call.
- D、Silence the phone and then listen to the customer.
正确答案:D -
第10题：
单选题A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）AAsk the customer to wait and answer the phone call.
BTalk on the phone while listening to the customer.
CHand the phone to a coworker to answer the call.
DSilence the phone and then listen to the customer.
正确答案： B解析： 暂无解析 -
第11题：
单选题Which of the following safety procedures is the BEST when lifting heavy equipment onto a repairbench?（）AThe technician should always bend at the waist and lift with their arms.
BThe technician should seek assistance from an available customer.
CThe technician should always bend at the waist and lift with their back.
DThe technician should get assistance from another technician.
正确答案： B解析： 暂无解析 -
第12题：
单选题A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）AAsk another technician who has worked with this computer previously to learn about any other prior issues.
BAsk the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
CAsk the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
DRun preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.
正确答案： D解析： 暂无解析 -
第13题：
A technician has just finished installing a new NIC into a customer’s desktop. Which of thefollowing should the technician do NEXT?（）
- A、Perform a full system backup.
- B、Follow up with the customer, verifying satisfaction.
- C、Ask their manager to contact the customer.
- D、Perform a complimentary virus scan.
正确答案:B -
第14题：
A technician has installed a new motherboard in a workstation, but after hardware tests, themotherboard has failed. Which of the following should the technician do FIRST before replacingthe motherboard? （）
- A、Reseat all power connections.
- B、Remove the CMOS battery.
- C、Install the graphics card.
- D、Ground to the case.
正确答案:D -
第15题：
While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?（）
- A、Ask the customer permission to put them on hold and listen politely to the co-workers stories.
- B、Put the customer on hold just for a few minutes and join the conversation.
- C、Forward the customer to another technician and join the conversation.
- D、Ask the customer permission to put them on hold and politely ask the co-worker to talk later.
正确答案:D -
第16题：
Which of the following safety procedures is the BEST when lifting heavy equipment onto a repairbench?（）
- A、The technician should always bend at the waist and lift with their arms.
- B、The technician should seek assistance from an available customer.
- C、The technician should always bend at the waist and lift with their back.
- D、The technician should get assistance from another technician.
正确答案:D -
第17题：
A technician receives a laptop work order stating that the mouse pointer from the touchpad is moving randomly around the screen. Which of the following should the technician do FIRST？（）
- A、Reboot the computer.
- B、Replace the touchpad.
- C、Clean the touchpad.
- D、Update the driver.
正确答案:C -
第18题：
A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）
- A、Transfer the customer to another technician, who can allocate more time to the issue.
- B、Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.
- C、Listen to what the customer has to say and calmly recommend the best course of action.
- D、Use technical language to demonstrate knowledge and expertise to the customer.
正确答案:C -
第19题：
A client has called with concerns that their computer problem has not been resolved by the onsite technician who has left. As the technicians supervisor， which of the following is the BEST course of action in this situation？（）
- A、Tell the client that they will need to place another service call.
- B、Ask the client if they would like to discuss their computer problems in more detail.
- C、Tell the client that another technician will be sent out.
- D、Inform the client that the problem will be resolved by the onsite technician at another time.
正确答案:A -
第20题：
A user reports that their hard drive has failed and needs to be replaced. Which of the following should the technician do FIRST?（）
- A、Run the hard disk manufacturer’s diagnostic program
- B、Re-image the drive
- C、Replace the hard drive and load Windows
- D、Ask the user diagnostic questions
正确答案:D -
第21题：
A technician needs to replace a computer’s hard drive. Which of the following should thetechnician do FIRST?（）
- A、Remove network connections
- B、Remove the RAM
- C、Self ground on the computer case
- D、Disconnect power to PC
正确答案:D -
第22题：
单选题While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?（）AAsk the customer permission to put them on hold and listen politely to the co-workers stories.
BPut the customer on hold just for a few minutes and join the conversation.
CForward the customer to another technician and join the conversation.
DAsk the customer permission to put them on hold and politely ask the co-worker to talk later.
正确答案： C解析： 暂无解析 -
第23题：
单选题A client has called with concerns that their computer problem has not been resolved by the onsite technician who has left. As the technicians supervisor， which of the following is the BEST course of action in this situation？（）ATell the client that they will need to place another service call.
BAsk the client if they would like to discuss their computer problems in more detail.
CTell the client that another technician will be sent out.
DInform the client that the problem will be resolved by the onsite technician at another time.
正确答案： C解析： 暂无解析