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A helpdesk manager wants to assign tickets to the relevant support section or technician for reporting and analysis. What should the manager create?
Categories
A server administrator identifies a fault that needs to be fixed and wants to take steps towards fixing it. What is the first step the administrator should take?
Change request
A helpdesk operator schedules a follow-up call with a user, but the ticket queue gets swamped. What should the operator do?
Communicate with end-user.
A server technician has a problem with servers overheating, but the HVAC system appears to run fine. What should the technician utilize?
Compressed air
A CIO is trying to get the different directors and managers to conduct a true asset inventory of systems. Which of the following will NOT help in this endeavor?
DaaS
A support technician receives a call from a single user, but the issue happened during a big change. The support team is worried some users might not be calling in, or that the problem may occur again. What should the support team do?
Follow up
An electrical engineer is setting up a secondary power supply to a data center. They want to ensure that if there is a problem with the electrical supply, power is broken in the circuit. What should the engineer use?
Fuse
A client administrator was recently promoted to manager and is now looking at various aspects of the team which were not visited in a while. What is NOT part of regulations that typically affect PC maintenance or installation?
HBA
An IT professional wants to ensure that they are as professional as possible. Which of the following is NOT a core part of being professional?
Initiator
A new helpdesk operator wants to be more efficient. They want to find where other helpdesk operators have already resolved issues. Where should the new operator look?
KB
A data center operator receives a new chassis of blade servers to install and configure. Which of the following safety concerns should the operator take?
Lifting technique
A phone operator at a helpdesk is working with several frustrated customers and is put in various difficult positions. Which of the following is NOT part of handling difficult situations properly?
Post on social media.
A user calls tech support about a hardware malfunction. The tech support representative is not able to resolve the issue. What option does the representative choose next?
Replacement
A data center technician receives the latest shipment, but it includes some hazardous materials. What should the technician check first?
SDS
A security manager wants to create a step-by-step list of the completed actions for any given task to comply with policy. What is the manager creating?
SOP
