Professionalism Flashcards
As you troubleshoot a problem during a customer appointment, you discover the problem is directly related to the customers actions. How should you best address the situation?
– Explain the problem with abbreviations for well-known components
– Fix the problem without saying anything, realizing that you’ll probably be back again for the same problem
– Tactfully explain the problem without accusing or judging the customer
– Ask the customer “what did you do?”
Tactfully explain the problem without accusing or judging the customer
The chain of custody is used for what purposes
Retaining evidence integrity by identifying people coming into contact with the evidence
You all are the PT technician for a company. An employee has stepped out of the office while you fix a computer problem he is been having. He accidentally left a report open next to his computer which states that a friend of yours in accounting will be submitted for review if the poor work performance continues. What should you do?
Ignore the paper and tell no one of its contents
Which of the following is an important aspect of evidence gathering?
– Monitoring user access to compromise systems
– Purging transaction logs
– Backing up all log files and audit trails
– Restoring damaged data from backup media
– Backing up all log files and audit trails
You have been asked to draft a document related to the evidence gathering that contains details about personnel in possession and control of evidence from the time of discovery up through the time of presentation in court. What type of document is this?
Chain of custody
You are a PC technician for a company. An Employee needs her computer reinstall and you have arranged to use her computer and office over their lunch break to complete the installation. You enter her office and find it to be quite disorderly with sticky notes around the monitor and stacks of papers and folders on the desk this makes you feel uncomfortable while you work. What is the best thing to do?
Leave the office exactly as it is. Even if it makes you uncomfortable, you should never alter someone else’s work space.
Your work at the IT help desk in your company. An employee calls to report a problem with her workstation and a service ticket is assigned to you. You respond to the service ticket immediately and arrive at the employees workstation within minutes however, when you begin speaking to her, you can’t understand what she is saying because she is speaking Spanish, can you not understand Spanish. What should you do?
Find an interpreter
The immediate preservation of evidence is paramount when conducting a forensic analysis which of the following actions is most likely to destroy critical evidence?
– Disconnecting the system from the network
–Copy the contents of memory to removable media
– Rebooting the system
– Restricting physical access to the system
– Rebooting the system
An employee demands that she needs more RAM for her computer in order to complete homework text, but you know that her department isn’t budgeted for new equipment. Your supervisor is the only one that has authority to allocate department funds. How should you respond?
Tell the employee that she isn’t currently budgeted for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determine if new rim can be acquired
A user call her organizations helpdesk to request help with connecting a network server. The helpdesk technician came to your desk to resolve the issue. Once there, the technician use the users telephone to call his girlfriend. The call lasted the entire time the technician was at the users desk. Did the technician handle the request correctly?
No, the technician should not have used the users telephone for a personal call
You called the helpdesk to request help with his windows workstation. He’s having trouble downloading new messages from your companies email server. The helpdesk technician told him to open a command prompt and try to ping the email server. She also told him to check with his SMTP and POP3 server IP addresses. Did the helpdesk technician handle the request correctly?
No, the technician use jargon that the user probably did not understand
You are the PC technician for a company. And employee comes to extremely worried that his printer has broken and it is imperative that his documents are printed in time for a very important presentation he’s giving in just 10 minutes. How should you respond
Tell the employee that most printer problems are easy to fix and you will do your best to get this project printed as soon as possible
A user asking to performing task that you do not know how to do and it is not in your job description. What is the best way to respond?
Explain to the user that this is not a task you can perform, but you’ll do your best to contact the correct people to take care of the problem and arrange for them to perform the task.
You are the PC technician for a company. Your meeting with a user who is experiencing difficulties with his computer. The user explains ‘my email doesn’t work. I keep getting emails it back to me, I can’t find any of my old emails, and I don’t think that the program has ever worked well.’ You ask the user to show you how they usually go about their email task and determined that there is no problem with the program, but that the user needs to be trained on how the program works. You know that you have several important work tasks that need to be completed by the end of the day and this is not high on your priority list what is the best way for you to respond?
Set up a time during which you can sit down with the user and show them how to complete common tasks
While on a service call at a customer site, you’re discussing the problem with the customer when your cell phone rings. Your check the caller ID and you see that the call is not work related. What is the most professional way to handle the situation?
Immediately for the call voicemail
