Question 1

What should you do if the problem is not resolved after implementing changes in the problem-solving process?

Options :

A : cument the changes made and close the ticket

B : ume the problem was never defined correctly

C : plement the changes again without any further analysis

D : peat the problem-solving process

Answer: D

Question 2

Which action must a service desk technician take to resolve a printer driver failure on a desktop PC?)

Options :

A : Disconnect and reconnect from the power source.

B : Boot the computer in safe mode.

C : Update the device driver software.

D : Place the desktop in locked/sleep mode.

Answer: C

Question 3

What is the primary purpose of defining the problem in the problem-solving process?

Options :

A : clearly state what the issue is

B : gather detailed information

C : devise a plan to resolve the problem

D : observe the results of the changes

Answer: A

Question 4

What is the first step to set up a new external display on a MacOS system?

Options :

A : Connect the external display to the Mac using the appropriate cable.

B : Open the Terminal application and enter a command to detect displays.

C : Access System Preferences > Security & Privacy and adjust settings for external displays.

Answer: A

Question 5

What is the name of the default antivirus software included with Windows operating systems starting from Windows 8?

Options :

A : ndows Firewall

B : crosoft Security Essentials

C : ndows Security Center

D : ndows Defender

Answer: D

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