TLDSS - ESP TASK 1

A help desk technician receives a report that a workstation has suddenly lost network connectivity. What is the MOST effective initial step they should take?

• Replace the network interface card (NIC).

• Document the user's description of the problem and check basic connections.

• Reinstall the operating system.

• Assume it's a server-side issue and escalate to a senior technician.

When diagnosing a network connectivity problem, which tool is specifically designed to verify the physical connection of a network cable?

• A protocol analyser.

• A cable tester.

• A software firewall.

• An anti-virus program.

In a systematic troubleshooting approach, detailed records should include the _____ the test was conducted and the _____ of the test.

• date/time, result/outcome

• location, duration

• equipment, method

• user, frequency

In troubleshooting, the technician should disregard the user's description of the problem and rely solely on diagnostic tools.

• True

• False

What is the ultimate objective of network troubleshooting?

• To find someone to blame for the problem.

• To isolate and resolve the underlying cause of the network issue.

• To quickly apply a temporary fix without understanding the root cause.

• To escalate the problem to a higher support level without attempting a solution.

A well-structured test plan for resolving a hardware fault should ALWAYS include:

• The technician's personal preferences.

• User information and the expected results of each test.

• A detailed cost analysis for potential repairs.

• A timeline for replacing all hardware components.

A laptop exhibits significantly reduced battery life. Which of the following would be a suitable test to include in a test plan aimed at addressing this issue?

• Installing resource-intensive software.

• Measuring battery drain under different power settings.

• Ignoring power management settings.

• Physically cleaning the exterior of the laptop.

In a professional setting, it is unnecessary to obtain confirmation from the user that the hardware fault has been resolved.

• True

• False

A comprehensive test plan should clearly define the ____ testing procedures and the anticipated ____ .

• planned/proposed, results/outcomes

• random, failures/errors

• unplanned, costs/expenses

• optional, risks/benefits

What is the primary function of a test plan in IT support?

• To complicate the repair process.

• To provide a systematic and documented approach to verifying solutions.

• To avoid taking responsibility for resolving the issue.