A help desk technician receives a call from a user who is experiencing a recurring issue. The user complains and demands an immediate, permanent resolution. Which of the following actions should the…

Question

Options

• AReview all existing case notes from previous calls and restate the issue.
• BApologize for the inconvenience and then escalate the call to a supervisor.
• CAsk the user to walk through each step taken that created the issue.
• DEstablish a theory of probable cause based on what the user reported.

• A
  4% (2)
• B
  8% (4)
• C
  16% (8)
• D
  71% (35)

Explanation

Following CompTIA's structured troubleshooting methodology, even for a recurring issue, the correct next step is to establish a theory of probable cause. Previous attempts have failed to produce a permanent fix, meaning the root cause has not been identified. The technician should form a hypothesis based on the user's report and work toward finding the underlying cause. Reviewing old case notes (A) can inform that theory but is not the primary action. Escalating immediately (B) is premature before attempting diagnosis. Walking through steps (C) is useful data-gathering, but the question implies information has been received - theorizing comes next.

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