Technical Support Fundamentals: Troubleshooting and Customer Service WK 6 Scenario: You're working in an IT Support position and a user comes to you and says they can't access their online bank acco... unt. Choose the best response. Can you explain to me in detail what you mean by not being able to access online bank account? What specific part doesn't work?; Remember, when tasked with a problem, don't jump to conclusions. Ask questions first and gather more information. The issue be an incorrect login, a poor network connection, a server issue with the bank, or something else. Always ask questions first! Scenario: You're working in an IT Support position. You have a computer that won't connect to the network. You've already asked the user all the necessary questions, and now you begin troubleshooting. What's the next best first step you can take? Isolate the problem to either the computer or the network; Since you've already gathered information about the problem, it's time to start figuring out what the issue is. There are two things that could be wrong: either the computer is having issues or it's the network. You can rule one out by testing whether or not someone else is able to connect to the network. Scenario: You're working in an IT Support position and a user comes to you and says they can't login to their computer. Choose the best response. Ask the user, "when was the last time you were able to login? what [Show More]
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