Unit 12 - Technical Support

Information that can assist us in solving IT technical faults are as follows:
-Ebooks: 24/7
-Books: Oreilly, SAM's Teach Yourself
-Internet: Clustering (webclust), listing
-Colleages:
-Training Courses: Online, 121, Group, Cascading "Train the Trainer"
-Fault Logs:
-Solved Tickets: Internal Company
-Knowledge Base: Outside of the company archive
-Hardware and Software Manuals
-FAQs
-Manufacturers:
-Flowcharts:
-Forums:
-Intranet: (CMS Content Management System, Repsitories)
-Online Chat: (IRC Internet Relay Chat Channels)
-Email:
-Phone Support Lines:
-High Sreet Desk Shop Counters: (e.g Techguys)

What would need to be taken into consideration when making a product recommendation.
-Level of knowledge (End User)
-Age
-Budget (Allocation)
-Timescale
-Operating System
-Role Specific
-Hardware/Software
-Peripherals and Devices

Helpdesk Knowledge Library

1)      Computer seems to randomly crash without error message.

-Check event logs for any errors, and find out what program is causing the problem.

-Check your temperatures on the motherboard, CPU and GPU. Test your memory with memtest.

-Take all the RAM out and try to run them on a PC one by one and see if it does it again.

2)      Blue screens of death.

-Reboot the PC.

-Go into safe mode on start-up and restore the last known good configuration.

3)      Corrupted data.

-start the computer from a bootable CD, then scan the hard disk for errors. If the scan completes successfully, the registry can be restored by hand and the computer can be scanned for viruses.

4)      Some memory intensive programs crash on start up.

-Add more sticks of RAM.

5)      The screen changes colour and flickers.

-Check to see if the video cable is in correctly and plugged in, check for video drivers updates.

6)      The computer eventually stops booting up and makes continuous or repetitive POST beeps.

–Refer to POST beep codes from computer manufacturer and see what the problem is via how many beeps you hear.

Why does validity and reliability matter?
-We need detailed accurate information about a fault in order to process the support call
-Invalid information will delay the fault resolution
-We need to ask the right questions to our customer to gather the right information.
-Detrimental problem solving
-Avoiding reoccurrence
-Save money and time