220-1002 · Question #122
A technician is working at a help-desk form and receives a call from a user who has experienced repeated BSODs. The technician is scheduled to take a break just after the call comes in. Which of the…
The correct answer is B. Ask another technician to take the call. Repeated BSODs indicate a potentially serious hardware or driver issue that needs prompt attention. The best action is to transfer the call to an available colleague so the user receives immediate, uninterrupted support. Asking the user to call back (A) forces them to wait and…
Question
A technician is working at a help-desk form and receives a call from a user who has experienced repeated BSODs. The technician is scheduled to take a break just after the call comes in. Which of the following is the BEST choice for the technician to make?
Options
- APolitely ask the user to call back
- BAsk another technician to take the call
- CTroubleshoot the issue for the user
- DInput the issue as a ticket and escalate to Tier 2
- EPut the user on hold and troubleshoot after the scheduled break
How the community answered
(16 responses)- B88% (14)
- C6% (1)
- E6% (1)
Explanation
Repeated BSODs indicate a potentially serious hardware or driver issue that needs prompt attention. The best action is to transfer the call to an available colleague so the user receives immediate, uninterrupted support. Asking the user to call back (A) forces them to wait and re-explain the problem. Troubleshooting the issue personally (C) means the technician skips a scheduled break, which is a policy and fairness concern. Creating a ticket and escalating (D) adds delay and may be premature before initial troubleshooting. Putting the user on hold (E) leaves them waiting with no progress. Warm-transferring to another technician balances the user's urgent need with the technician's schedule.
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