CIPD QUESTIONS

Scenario You’re an IT Support Technician assisting an

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Write a formal email report with subject Scenario You’re an IT Support Technician assisting an important client to trouble-shoot a recurring problem when running reports. After investigating the problem for a few minutes, you discover he hasn’t run software updates in 90+ days and the older version of the software doesn’t support the reports he needs. When you suggested the client run the updates and re-start the application, he became angry explaining he never received the updates and hung up. Write an email to your supervisor to: • explain the situation • offer two solutions to resolve the client complaint • request direction and guidance to resolve the issue

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Scenario You’re an IT Support Technician assisting an

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