Q: Consider the following scenario: You are working as an IT support specialist and receive a call from a remote user saying they can’t access the company website. After verifying the user as an employee, how would you start trying to solve this problem?
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Q: Think about the following situation: A distant user calls you as an IT support professional to report that they are unable to access the corporate website. How would you approach attempting to resolve this issue after confirming the user’s status as an employee?
- Ask the user to clear the cache of the web browser.
- Ask questions and gather information to identify the problem.
- Tell the user it is a virus and ask to run a virus check.
- Tell the user they need to bring or send the computer to the corporate office for troubleshooting.
Explanation: Okay, let’s get this out of the way. To rule out the possibility that we are dealing with a more fundamental connectivity problem, I would probably suggest that they verify their internet connection. After we have established that they are online and the issue still exists, I will most likely proceed to examine the browser. It can be a good idea to clear your cache and cookie history as a first start. whether it doesn’t solve the problem, I’d want to know whether they’ve tried a different browser so that I can rule out the possibility that the problem is browser-specific.
