A user calls the help desk and states that he was working on a spreadsheet and was unable to
print it. However, his colleagues are able to print their documents to the same shared printer.
Which of the following should be the FIRST question the helpdesk asks?
A.
Does the printer have toner?
B.
Are there any errors on the printer display?
C.
Is the user able to access any network resources?
D.
Is the printer powered up?
Explanation:
I tend to disagree with this answer, and would select (B). The fact that other people’s jobs went through does not mean that they went through AFTER this user’s work, and in 20 years of experience in dealing with end users and network printers people tend to lie a little when they feel they need it fixed NOW.
That having been said, (C) is still a good answer as well and possibly quicker to check than (B), especially if your end user actually knows what “network resources” means. But isn’t the rule of thumb to check the physical issues first?
Are you serious…you’re not supposed to play psychologist, just answer the stupid question. If everyone else can print and one guy can’t, you check his network connection. Done.
How would an error be displayed if the user can’t access network resources? This is the giveaway. C is the best answer as it rules out the possibility of B even occurring in this scenario.