220-1202 · Question #31
An end user's laptop is having network drive connectivity issues in the office. The end user submits a help desk ticket, and a support technician is able to establish a remote connection and fix the…
The correct answer is C. Escalate the ticket to the next level. Since the fix did not persist and the issue recurred, it indicates there may be an underlying configuration or policy problem that requires deeper troubleshooting than a frontline technician can provide. Escalating to the next support tier ensures that the root cause is…
Question
An end user's laptop is having network drive connectivity issues in the office. The end user submits a help desk ticket, and a support technician is able to establish a remote connection and fix the issue. The following day, however, the network drive is disconnected again. Which of the following should the technician do next?
Options
- AConnect remotely to the user's computer to see whether the network drive is still connected.
- BSend documentation about how to fix the issue in case it reoccurs.
- CEscalate the ticket to the next level.
- DKeep the ticket open until next day, then close the ticket.
How the community answered
(65 responses)- A18% (12)
- B5% (3)
- C68% (44)
- D9% (6)
Explanation
Since the fix did not persist and the issue recurred, it indicates there may be an underlying configuration or policy problem that requires deeper troubleshooting than a frontline technician can provide. Escalating to the next support tier ensures that the root cause is identified and a more permanent solution is implemented, rather than repeatedly applying a temporary
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