hardMultiple ChoiceObjective-mapped
220-1102 Practice Question: A technician is called to a user's desk for a…
A technician is called to a user's desk for a 'printer issue.' Upon arrival, the user is on a phone call and waves dismissively at the technician. The technician waits for two minutes, but the user continues their call. What should the technician do?
⚠ Common exam trap
Test-takers frequently choose Option D (close the ticket) thinking it is efficient, but CompTIA emphasizes that closing a ticket without user consent or follow-up is unprofessional and violates the core principle of customer service.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Leave a note on the desk saying you were there and will return later, then check back in 15 minutes.
It demonstrates professional respect for the user's current activity while ensuring the issue is addressed. Leaving a note and returning in 15 minutes maintains a service-level commitment without disrupting the user's call, aligning with CompTIA's best practices for customer communication and time management in a support scenario.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Stand silently until the user finishes the call, even if it takes a long time.
Why it's wrong here
Standing silently for an indefinite period is highly inefficient and demonstrates poor time management for a technician. This approach wastes valuable company resources, as the technician could be addressing other service requests or preparing for the next task. While non-intrusive, it fails to proactively resolve the immediate situation or provide a clear path forward, potentially delaying service for other users.
- ✓
Leave a note on the desk saying you were there and will return later, then check back in 15 minutes.
Why this is correct
This is the most professional and efficient course of action. Leaving a note respectfully acknowledges the user's current engagement without interruption, while documenting the technician's presence and intent to return. The specified 15-minute follow-up provides a reasonable timeframe for the user to conclude their call and allows the technician to manage their schedule effectively, demonstrating proactive customer service and time management.
- ✗
Interrupt the call to say you'll come back later.
Why it's wrong here
Interrupting a user's phone call is considered unprofessional and disrespectful of their current communication. This action can disrupt their workflow and create a negative perception of IT support, regardless of the urgency of the technician's visit. Effective customer service prioritizes minimizing user disruption and maintaining a positive interaction, which this approach fails to achieve.
- ✗
Close the ticket as 'user not available' and move on to the next task.
Why it's wrong here
Closing a ticket prematurely as 'user not available' without attempting a reasonable follow-up is poor customer service and reflects negatively on IT support processes. This action leaves the user's issue unresolved, potentially requiring them to re-open the ticket or submit a new request, increasing frustration and overall support workload. Proper ticket management requires a genuine effort to resolve the issue before closure.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1202 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1202 exam.