btec national diploma level 31 it systems troubleshooting and repair identify and select remedies

Btec National Diploma Level 3 1

IT Systems Troubleshooting and Repair

Identify and select remedies

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AimsAims

Look into what is involved in technical Look into what is involved in technical supportsupport

Discuss the sources/types of supportDiscuss the sources/types of support

Acquire a knowledge of information Acquire a knowledge of information gatheringgathering

Btec National Diploma Level 3

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What is the goal of IT technical What is the goal of IT technical support?support?

The main goal of IT technical support is to The main goal of IT technical support is to resolve the user problem as quick and resolve the user problem as quick and efficiently as possible, in order for the end-efficiently as possible, in order for the end-user to effectively get on with them job.user to effectively get on with them job.


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Sources of SupportSources of Support

ManufacturersManufacturers

DealersDealers

Third-party supportThird-party support

In-house supportIn-house support


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Types of SupportTypes of Support

Help deskHelp desk– A call centre (helpdesk) is a place where end A call centre (helpdesk) is a place where end

users queries are handledusers queries are handled– Has expert system knowledge base of FAQsHas expert system knowledge base of FAQs– When available – Operator can control user’s When available – Operator can control user’s

computer remotelycomputer remotely– Messages can be broadcast simultaneously Messages can be broadcast simultaneously

to all users if necessaryto all users if necessary


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User Booklets (guides)User Booklets (guides)– Introductory guide for users of a new systemIntroductory guide for users of a new system– Instructions on simple required tasks i.e. how Instructions on simple required tasks i.e. how

to change the password for the first time, add to change the password for the first time, add items etcitems etc

– Where to go for training (on-line resources)Where to go for training (on-line resources)– Where to log a fault or access diagnostic Where to log a fault or access diagnostic

softwaresoftware– Help desk NumberHelp desk Number


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Further DocumentationFurther Documentation– Users need different levels depending on how Users need different levels depending on how

they are using the software and how expert they are using the software and how expert they arethey are

– This may contain basic tutorials for clerical This may contain basic tutorials for clerical staffstaff

– Reference manuals for more expert users Reference manuals for more expert users (knowledge workers)(knowledge workers)


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On-line HelpOn-line Help– An invaluable aid to anyone learning a An invaluable aid to anyone learning a

software packagesoftware package– Contains an index of topicsContains an index of topics– Usually has access to a number of tutorialsUsually has access to a number of tutorials


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Diagnostic softwareDiagnostic software– This software is used to try and find any This software is used to try and find any

obvious errors with the hardware/software, if obvious errors with the hardware/software, if errors are found the usually a step by step errors are found the usually a step by step guide is provided to show how to resolve the guide is provided to show how to resolve the errorerror

– If however no errors were found a list of If however no errors were found a list of possible errors and solutions are listedpossible errors and solutions are listed



Types of support

Knowledge databases / bases

This is a large database used to make accessing information as simple as possible.

Key features:

Search tool Links to forums, information, FAQ and articles


http://support.microsoft.com/search/default.aspx

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Why shouldn’t you ask the IT technicians?Why shouldn’t you ask the IT technicians?– Problems with communicationProblems with communication– Expert uses too much technical jargonExpert uses too much technical jargon– User is only able to reference the software in terms of User is only able to reference the software in terms of

what he wants to do rather than in a technical definition what he wants to do rather than in a technical definition of a requirementof a requirement

Can you identify any other forms of supportCan you identify any other forms of supportavailable?available?


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User ProblemsUser ProblemsIntroduction into Information gatheringIntroduction into Information gathering– In order for the End-user support staff to In order for the End-user support staff to

provide advice and guidance, they need to provide advice and guidance, they need to identify identify what the actual user problem iswhat the actual user problem is..

– Information can be gathered from a Information can be gathered from a number of number of sourcessources, such as direct questioning of the end , such as direct questioning of the end user, call logging system, consulting a fault user, call logging system, consulting a fault log or using diagnostic and monitoring tools.log or using diagnostic and monitoring tools.

– In order to carry out problem analysis the In order to carry out problem analysis the End-user support staff must have End-user support staff must have communication, research and analysis skillscommunication, research and analysis skills to seek out what the actual problem is.to seek out what the actual problem is.


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User ProblemsUser Problems

Information gathering – Direct questioningInformation gathering – Direct questioning– To start with you mostly have to begin with a To start with you mostly have to begin with a

very very open questionopen question i.e. “What type of problem i.e. “What type of problem are you having”are you having”

– Once you have the general idea of what kind Once you have the general idea of what kind of problem the End-User is having, then of problem the End-User is having, then direct direct questioningquestioning can begin i.e. is the power on? can begin i.e. is the power on? etcetc


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User ProblemsUser ProblemsInformation gathering – Call logging systemInformation gathering – Call logging system– A call logging system is a computerised system A call logging system is a computerised system

which is linked to a database of end users’ which is linked to a database of end users’ details and keeps a record of any communication details and keeps a record of any communication with themwith them

– The call logging system helps to monitor trends The call logging system helps to monitor trends and can be searched to identify queries which and can be searched to identify queries which recur frequentlyrecur frequently

– A call logging system enables the call to be A call logging system enables the call to be identified with a call reference number allow a identified with a call reference number allow a problem to be chased up if unresolved.problem to be chased up if unresolved.


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FieldField NotesNotes

Call referenceCall reference A unique reference number to identify the A unique reference number to identify the callcall

Date and time of Date and time of callcall

It is important to record the date and time It is important to record the date and time to identify how long it took to resolve the to identify how long it took to resolve the faultfault

Caller IDCaller ID This is the person who made the call, it This is the person who made the call, it allows HR to monitor trends to identify allows HR to monitor trends to identify which employees may need further which employees may need further trainingtraining


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Technician Technician allocated allocated responsibilityresponsibility

The helpdesk assistant would determine The helpdesk assistant would determine this i.e. the technician may need to this i.e. the technician may need to specialise in a particular software packagespecialise in a particular software package

Date and time – Date and time – responsibility was responsibility was handed to handed to techniciantechnician

This will help the all staff members to This will help the all staff members to become more efficientbecome more efficient

Report from Report from technicianstechnicians

What equipment etc was repaired whether What equipment etc was repaired whether the problem is now resolved – time it took the problem is now resolved – time it took to resolveto resolve


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Error diagnosisError diagnosis Details of exactly what went wrong and Details of exactly what went wrong and how it was fixed to help other user with how it was fixed to help other user with the same problemthe same problem

CostsCosts Total cost to repair faultTotal cost to repair fault

RecommendationsRecommendations From the experience of fixing this fault, From the experience of fixing this fault, are there any recommendations if this are there any recommendations if this error was to happen againerror was to happen again


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Information gathering – Fault LogInformation gathering – Fault Log– A fault log is a A fault log is a record of eventsrecord of events that occurred, that occurred,

and on occasion includes information and on occasion includes information regarding how the fault was fixedregarding how the fault was fixed

– The fault log can prove useful if a problem The fault log can prove useful if a problem keeps happeningkeeps happening, and the cause is unknown, and the cause is unknown

– Noting the Noting the date and circumstancesdate and circumstances that lead that lead up to an error occurring can often work out up to an error occurring can often work out the solution to the problemthe solution to the problem


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User ProblemsUser ProblemsInformation gathering – Fault Log Cont.Information gathering – Fault Log Cont.– Microsoft example: if a serious error occurs then all the details Microsoft example: if a serious error occurs then all the details

are written to a text file (Fault log) and then send it to Microsoftare written to a text file (Fault log) and then send it to Microsoft


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Information gathering – Diagnostic Information gathering – Diagnostic software & Monitoring toolssoftware & Monitoring tools– Diagnostic software – this attempts to Diagnostic software – this attempts to

diagnose a problem; giving a list of possible diagnose a problem; giving a list of possible faults and solutionsfaults and solutions

– Monitoring tools are used to aid the technician Monitoring tools are used to aid the technician to track down faults and improve the system to track down faults and improve the system performanceperformance


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User ProblemsUser ProblemsInformation gathering – Diagnostic software (BT)Information gathering – Diagnostic software (BT)


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Information gathering – Monitoring toolsInformation gathering – Monitoring tools– Event viewer is one example of a monitoring Event viewer is one example of a monitoring

tool that is supplied with an operating system, tool that is supplied with an operating system, it records major events i.e. boot-up sequence, it records major events i.e. boot-up sequence, opening and closing of applications.opening and closing of applications.

– Errors are recorded within these logs, which Errors are recorded within these logs, which can be used to track possible can be used to track possible hardware/software problems.hardware/software problems.


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User ProblemsUser ProblemsThis can be obtained through Control panel/Administrative ToolsThis can be obtained through Control panel/Administrative Tools

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Fault typeFault type– A fault is perceived by the user, as either loss A fault is perceived by the user, as either loss

of service or poor performance.of service or poor performance.

Loss of service includesLoss of service includes– A crashA crash– The system has hung-up (unresponsive)The system has hung-up (unresponsive)– A peripheral no longer worksA peripheral no longer works– Failure to connect to the internetFailure to connect to the internet


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Poor performancePoor performance– Relates to the system slowing downRelates to the system slowing down– Web pages take longer to load or material Web pages take longer to load or material

sent to printer takes a long time to print.sent to printer takes a long time to print.– Overall the end user is not satisfied by the Overall the end user is not satisfied by the

systems performance systems performance

What about user error?What about user error?


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ConclusionConclusion

Looked into what is involved in technical Looked into what is involved in technical supportsupport

Discussed the sources/types of supportDiscussed the sources/types of support

Acquired a knowledge of information Acquired a knowledge of information gatheringgathering


btec national diploma level 31 it systems troubleshooting and repair identify and select remedies

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