Scenario : You're an IT Support Technician assisting an important client to trouble-shoot a recurring problem when running reports

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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. Create 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