A help desk technician encounters an issue and wants to find out if a colleague has encountered the same issue before. Which of the following should the technician do FIRST?

The correct answer is A. Check Knowledge Base.. A Knowledge Base is a collection of information that provides solutions to common problems or issues encountered by IT professionals. A Knowledge Base can be accessed online or offline, and can be maintained by an organization or a vendor. A help desk technician should check the

IT Concepts and Terminology

Question

Options

ACheck Knowledge Base.
BSearch local logs.
CResearch possible theories.
DQuestion users.

How the community answered

(34 responses)

A
88% (30)
B
3% (1)
C
6% (2)
D
3% (1)

Explanation

A Knowledge Base is a collection of information that provides solutions to common problems or issues encountered by IT professionals. A Knowledge Base can be accessed online or offline, and can be maintained by an organization or a vendor. A help desk technician should check the Knowledge Base first before trying other methods, as it may contain the answer or a workaround

Topics

#troubleshooting methodology#knowledge base#help desk procedures

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