Technical support is a team which is responsible to support for individuals and organisations in many ways. They also express and describe to the customers all information about technology of the products or their services that they offer. Technical support team has individuals who have a good understanding of electronic systems, personal computers including software and hardware. They could troubleshoot related problems.
In general, tech support team provides tech support team to organisation, customers and end-users.
Source of information can be used for a number of hardware and software related faults?
The information can be accumulated from lots of options such as immediate questioning, consulting with a problem log or using diagnostic and monitoring tools.
Finding out information:
If the company, customers or end-users has any issues with the product or service, they'll contact to get some good helps from technical support. They'll contact by phone or in person and the technical support specialists need to determine whenever you can what the condition is. They can make decision how they can resolve the problem. But before taking the cell phone calls from customers or users, they may need to check on that the client or customer is entitled to their support services. They may require the client or user to give correct account, account amount or some personal details. In addition they can ask the customer some question for clarification, or further questions to ensure they have a good knowledge of the problem. Generally, direct questioning can be an important strategy which is utilized in information gathering because it is flexible.
Fault log is a record of events that took place and it could include the information about how precisely the mistake was fixed. Most business organisations contain the computer rooms that can be used by numerous users, so they have to have a written problem log that is regularly inspected by technological staffs. The complex staffs will identify and cure any faults which may have been reported by users. A log should be retained for every computer system. When the computer system is divided, the technical staff will need the information from the mistake logs such as when the gear was obtained, when the software was installed or what setting up have been used. Fault log will track record what happen with computer system and exactly how it was fixed. A fault log may be stored manually or it may be create automatically by software.
Diagnostics and Monitoring tools
Another way that helps the specialized staffs to identify a specific problem is using diagnostic and monitoring tools. The technician can ask the system immediately by using diagnostic and monitoring tools like the POST (Vitality on Self-Test). When the computer system is fired up, the POST will check the hardware to make certain everything is working effectively before the OS is filled and run. You can find three types that the issues can be happened. They are following:
If there are problems before the screen is performing, a sequence of beeps can be used to indicate the type of the faults.
If the problem is occurred following the screen is working, one code will be confirmed on the display screen. This error code will show which device is no longer working properly.
If the challenge is occurred while computer is running, the user or technical staffs can use Event Viewer. The Event Audience is monitoring tool that is included with OS windows. It can be used to manage and view these events. It also may be used to track security occasions and identify possible software, hardware and system problems. The function viewer program will contain a series of event logs that can be viewed by the consumer or a tech. This specific log contains some entries that consist of information, warnings and errors.
Checking the issues:
Some information's resources tend to be reliable than others. So when producing the information, the user or technical staff needs to be sure that the info is valid.
Cross-reference inspections with user
When the specialized staffs are discussing with the users or customers about the problems, they can call up data on the computer system which is including the current information and configurations of the user's computer. The technical staff also can be sure other users are experiencing the same problems on a specific system.
Confirmation from a number of users a particular fault is out there or that the problem is of a specific nature will give the technician self-assurance in how to approach a formal prognosis and remedy. However the information may be outdated because the users or customers may have improved the gear or installed a far more modern OS. Therefore the specialized staffs should confirm the info with an individual during the original conversation. Once the users and customers may well not have the ability to answer the questions, the complex staff should help and direct them to that they will get out the answers.
After asking the clients or users some simple immediate questions to indentify who they are and what the problems are, the specialized staff need to determine exactly what the challenge is and how to fix it. The users or the clients may jump to conclusions and suggest things that are incorrect with the computer somewhat than just offering the technical staff facts. So the easiest way for a technician to identify and identify a fault is to start to see the problem. In the event the mistake is intermittent, it may prove difficult to reproduce the problem in the workshop. In cases like this, the users or customers need to takes screenshots of any error messages and prints these to be used as reference material as so when the system is being repaired. The condition reproduction is a useful strategy. Asking the users or customers to discuss through what proceeded to go wrong can expose important information that an individual may not informed the technological staffs. Yet another important simple truth is the night out when the problem was first observed. If any new hardware or software was installed immediately prior to the fault appeared, this may be to blame. To fix this issue, the complex staffs can take the users back to a period when the computer was working. This way can help the users to believe through the happenings that led up to the issues and exactly as it happened. This may reveal vital clues but it is still important to keep an wide open mind and consider alternative sources of the situation.
Manufacturer's websites are a valuable source of information. If a credit card applicatoin does not work, an individual or customer can search the manufacture's website for the latest information about known pests in the system. The info is accessed through an open discussion board which is evidently going to be considerably less reliable when compared to a manufacturer's own website. Individuals providing complex advice of any sort must make sure that they are doing this supported by appropriate and valid information. Further sources of such information are mentioned in the following section.
Source of information:
Product requirements and manuals
Most products are sold with a product standards and a technological manual. Product specification is compiled by the manufacture of the merchandise. It contains all the information and details of product's specialized. A manual also is written by the maker but it is utilized to explain steps to make the best use of your hardware or software. Some manufacturers store product specs and guides in Compact disc or Dvd movie as PDF file. The CD or DVD will have all information about the primary features of the merchandise, or a video recording on troubleshooting.
Colleagues with specialist expertise
This is best way to obtain information because the users or complex staffs can receive the complex information from people around them such as acquaintances and friends. Those people can provide their experience in dealing with problems, nevertheless they must to find right visitors to ask. If indeed they ask to wrong people so that it means that they get incorrect information and these information can not be used. The good thing about this source of information is the users can ask further questions if they are uncertain that they fully understand a process, an answer or a conclusion.
Using an understanding base may involve looking for information which is relevant to the situation that the users want to try solving. The technical support can pull on a knowledge basic to help them decide on a plan of action. There is a selection of knowledge bases that exist on the internet, but the specialist support or the users must be very careful about relying on information that may not be valid or right.
Fault records displaying previously found solutions
A mistake log is most readily useful when it lists not only the issues that were experienced but also the way in which they were fixed. A problem log that includes the name of the technical support that solved a particular fault will allow the users contact them if indeed they have encountered a similar fault and need expert help. The historical information of past faults and remedies will be needed for the technician support that will effectively be able to learn from other's experiences.
Internet source (e. g. : FAQs and specialized forums)
The internet is the very useful source of information which helps the user or technician to resolve technical problems. There are two main information's options on the internet that are FAQs and complex forum. FAQs are a symbol of Frequently Asked Questions which can solve the most common problems for users with reduced effort for the assistance desk personnel. The manufacturers' websites usually contain FAQs about their products. This is where they use to list the information. This is also a location that the problems will be settled and the questions of users about the product or service will be responded to. The technical forum is a place where in fact the users and technician can speak and discuss about the merchandise or service. Complex forums can be a useful path to finding answers to both simple and sophisticated problems.
What hardware and software related questions would you be asked by users necessitating technical support and exactly how would you cope with each of these questions?
Question 1: My computer may be hacked by pathogen and my anti-virus software is no longer working? How can I correct it?
As a specialist, I tried to turn on their computer and I could see their computer being attacked by the virus. I have checked the current anti-virus software that they use. Their computer happens to be using Norton anti computer virus software which software is expired. So the customers should renew the software if they want to utilize it to safeguard their personal computers.
Question 2: What may i do if the disease still in the computer system even that anti-virus software is working?
In this circumstance, I will tell the clients that they have to format the hard drive and mount new OS software. But before formatting, they need to online backup all important data and information to exterior safe-keeping devices.
Question 3: My computer would boot up but then after 5-10 mins, it would shut itself down. What's this issue?
Firstly, I'll ask some question to the clients get more info in what happen with their computers and then I give them my opinion. I feel that the computer may be attacked by virus because this problem is an indicator of virus assault or the hardware of computer may be faulty.
If the condition occurs by pathogen, I am going to use the newest version of anti computer virus software to find and delete the virus.
If the challenge occurs by hardware faulty, I start the computer system and check the hardware of computer. I think that problem is electric powered faults which can lie within a hardware element, in the cabling that links these components or in the connectors between your cabling and the components. The hardware that I'll check are: motherboard, PSU, CPU, RAM, etc. . .
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