Antivirus and Antimalware

Correct Answer: Deploy antivirus software on all employee devices and configure it to scan in real-time.

The best solution to prevent employees from accidentally downloading malicious software is to 'Deploy antivirus software on all employee devices and configure it to scan in real-time.'. This will ensure that any malicious software is detected and neutralized before it can harm the system. On the other hand, 'Only allow approved devices to connect to the network.' would limit employee flexibility and might not prevent malware since approved devices can also get infected. 'Block all internet access for employees.' is impractical and can hinder productivity, as many tasks require internet access. Finally, 'Frequently change employee passwords to prevent unauthorized access.' while enhances security, doesn't address the problem of malicious software downloads.

Correct Answer: Remotely initiate a full antivirus scan of the user's computer.

The initial step if a virus is suspected is to run a full antivirus scan on the user's system. This will help to identify and possibly remediate any potential threats. Removing and re-installing the antivirus software may not be required unless the problem persists after scan and cleanup. While it may not be harmful for a user to check for suspicious files, not all users may have the knowledge to identify such files correctly, and they might end up deleting important system files instead, leading to further issues. Ignoring the customer's concern is not an acceptable approach in a service desk environment.

Correct Answer: Educate users on the dangers of phishing attacks

Educating users on the dangers of phishing attacks and encouraging them not to open emails or download attachments from unknown sources will help prevent successful malware attacks. Disabling email clients, changing the network type, re-imaging workstations, and disabling antivirus software are not efficient or effective solutions.