A user calls the help desk to report issues with multiple pop-ups and degraded PC performance. The user is out of the area, and assistance can only be provided remotely. Which of the following steps…

Question

Options

• AEstablish a remote connection, install free third-party malware software, scan the machine for
• BExplain the steps to access safe mode with networking, establish a remote connection, run
• CEstablish a remote connection, install a free third-party backup tool, back up the user's
• DExplain the steps to access safe mode with networking, set a restore point, run company-

• A
  4% (2)
• B
  9% (5)
• C
  13% (7)
• D
  74% (39)

Explanation

The correct remote malware remediation procedure is: guide the user to boot into Safe Mode with Networking (which prevents most malware from loading at startup while still allowing a remote connection), set a restore point before making any changes (providing a rollback option if something goes wrong), then run company-approved malware removal tools. Using unvetted free third-party software (A, C) violates security policy and could introduce additional threats. Always use organization-sanctioned tools during incident response to maintain accountability and avoid compounding the problem.

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