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.

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.

View Answer

Answer: B