A support desk technician is asking a customer a series of questions about a problem connecting to the network. Which step of the troubleshooting process is the technician applying?
- Identify the problem.
- Establish a theory of probable cause.
- Establish a plan of action to resolve the problem.
- Test the theory to determine cause.
|Answers Explanation & Hints:
Before any solutions can be proposed or tested, the problem must first be identified. This is done by gathering information from the customer by asking questions and clarifying details of the problem.