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?（）A Ask another technician who has worked with this

第1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?（）

• 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.

第2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.

第3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.

第4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

第5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.

第6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.

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第13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.

第14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

第15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.

第16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.

第17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

第18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

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