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Question

Difficulty: EasyProfessional Communication and User Interaction

While replacing a keyboard at an employee's desk, an IT support technician notices open spreadsheets containing confidential employee salary information on the monitor. The employee is sitting nearby waiting for the repair to complete. Which of the following is the most appropriate professional action for the technician to take?

  1. Respectfully ask the user to save and close the sensitive documents or lock the screen before continuing the work.Answer
  2. B
    Minimize the sensitive applications directly on the screen without asking the user so the repair can finish quickly.
  3. C
    Reprimand the user for violating corporate data privacy policies by leaving confidential records visible.
  4. D
    Take a photo of the exposed screen to attach to the support ticket as proof of a security vulnerability.

Answer

Respectfully ask the user to save and close the sensitive documents or lock the screen before continuing the work.
Asking the user to close sensitive files or lock their screen upholds data confidentiality and demonstrates professional respect for the user's environment.

Step-by-Step Solution

1
Identify the privacy and confidentiality constraint
Recognize that confidential salary data is displayed on the user's monitor during physical workstation service.
CompTIA guidelines mandate maintaining privacy and protecting confidential customer data during all support interactions.
2
Determine proper communication boundaries
Communicate directly with the user to allow them to handle their sensitive files rather than taking control of their desktop without permission.
Respecting customer property means asking the user to secure their own files rather than altering their open desktop session.

Key Concept

Respecting Customer Privacy and Confidentiality
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Topics

Professional Communication and User Interaction

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