220-902 – Q102

A new help desk technician receives a trouble call from a user. The issue is something the technician has never encountered before, and does not know where to begin troubleshooting. The FIRST course of action is for the technician to:

A. tell the customer the issue needs to be escalated to a higher tier technician.
B. ask the customer if they would mind holding for no more than two minutes to check resources.
C. tell the customer this is the first time encountering the issue and to please be patient.
D. ask the customer to please hold while a senior technician is consulted regarding the issue.

Correct Answer: B

Section: Op Procedure