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Al in marketing calls in for tech support, complaining that he has a dead PC. What is a good first question or set of questions to begin troubleshooting the problem?
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While manning the help desk, you get a call from a distraught user who says she has a blank screen. What would be a useful follow-up question?
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Which of the following tools would you find in a typical PC tech’s toolkit?
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What term describes the flow of a static electrical charge from a person to the inside of the PC?
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After replacing a keyboard a user has spilled coffee on for the fifth time, what should you say to the user?
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While manning the help desk, you get a call from Bryce in sales complaining that he can’t print and every time he clicks on the shared network drive, his computer stops and freezes. He says he thinks it’s his hard driver. What would be a good follow-up question or statement?
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You are working in a customer’s home and his five-year-old child continues to scream and kick the back of your chair. What do you do?
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When troubleshooting a software problem on Phoebe’s computer and listening to her describe the problem, you get a text message on your phone. It’s your boss. What would be an acceptable action for you to take?
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While fixing a printing problem on Paul’s computer, you check his e-mail out of curiosity to see if there are any interesting messages there. You find several personal e-mails he has sent. Using the company computer for personal e-mail is against regulations, so what should you do?
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At what point during a repair should you escalate the problem?
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