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A Guide to Computer User Support - FVTC_1_

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					                                Chapter 4




Chapter 4: Troubleshooting
   Computer Problems
   A Guide to Computer User
    Support for Help Desk and
       Support Specialists
        second edition
        by Fred Beisse
          Learning Objectives
                                          Chapter 4



   The troubleshooting process and the
    thinking skills required for successful
    troubleshooting
   The tools used to troubleshoot computer
    problems
   Develop a personal problem-solving
    strategy
       What Is Troubleshooting?
                                                     Chapter 4


   Troubleshooting: the process of defining,
    diagnosing, and solving computer problems
   Uses several thinking and communications
    skills, information resources, strategies, and
    methods
   Is troubleshooting a step-by-step or an
    iterative process?
   Is troubleshooting a scientific or creative
    process?
Sequential versus Iterative
    Problem-solving           Chapter 4
    Troubleshooting as an Iterative
              Process                     Chapter 4



   A repetitious process
   A creative process that requires
    flexibility
   Involves several paths or approaches to
    problems
   Steps are repeated in a loop until a
    fruitful path is found
        Thinking Skills Used in
           Troubleshooting                            Chapter 4



   Problem solving
     Get from X to Y quickly, accurately,
      effectively, or efficiently (trends, etc)
   Critical thinking
     Look   for underlying logic, find alternative
      ways
   Decision making
     Select   an alternative way, pros and cons
        Tools Troubleshooters Use
                                                              Chapter 4


   Communication skills
       Listening skills, User’s perspective
   Information resources
       Personal experiences, knowledgebase, contacts
   Diagnostic and repair tools
       Remote Access software, Hardware, Software, Network
   Problem-solving strategies
       Look for an obvious fix, try to replicate the issue
   Personal characteristics
       Patience and Persistence
            Critical Questions
                                               Chapter 4



   Critical Questions – Designed to elicit
    important additional information from a
    user
     Challenge assumptions a support specialist
      might make
     Often reveal information the user wouldn’t
      have thought to relate
        Five Critical Questions
                                                 Chapter 4



1.   What were you doing just before you first
     noticed the problem?
2.   Have you ever had this problem before?
3.   Has this system (or component) ever
     worked?
4.   Is the problem repeatable?
5.   Have you made recent hardware or
     software changes to your system?

				
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