A desktop support technician is resolving a software misconfiguration on a remote user's computer via a shared screen session. During the call, the user receives an urgent phone call and steps away from their desk, leaving open personal finance documents on the screen. Which of the following professional actions should the technician take in this situation? (Select TWO.)
- Temporarily pause or minimize the remote viewing session until the user returns to their deskAnswer
- BClose the open personal financial documents and save them to the desktop so troubleshooting can resume immediately
- Avoid reading or inspecting the confidential information visible on the screenAnswer
- DDisconnect the session immediately and file an incident ticket regarding non-compliant user behavior
Answer
The technician should minimize or pause the remote session until the user returns and avoid inspecting or reading the user's confidential financial documents.
Respecting customer privacy and maintaining confidentiality are primary tenets of professional communication and user interaction. Pausing or minimizing the remote session and refraining from reading private financial documents protects the user's personal information without improperly modifying their open workspace.
Step-by-Step Solution
Key Concept
Professional Privacy Protocols and Handling Customer Confidential Data