P1 Explain the tools and technical
used for technical support
I am going to be explaining about the tool and
technical those are used for technical support and give some example on how
they are used by me or my colleagues in the college to provide technical
support.
Tools
WINVNC
In Hackey technology college, there are a lot of
computer systems that need to be maintained and if you want to update or
Install a new software, you can’t just go to all the computer system because
it’s going to be time consuming also will disrupt the classes.
We use software that is commonly on all the
computer system in the college which is WINVNC. WINVNC stand for Windows virtual
network computing and it is used for connecting and interacting with a windows computer
system using a another windows computer.
This software helps to configure the computer system from a different
location which means that you don’t need to be next to the computer system to
configure also saving a lot of time. You
are able to add, edit and delete data on the computer also you are able to
configure the setting of the computer.
You can do all the things that are normally done by other users such as
browse the web, use software application and many more with your own mouse and
keyboard. This software saves us a lot
of time for installing new software or upgrading existing software and it’s all
done in our technical support room in the college. There is a lot of computer in the college
which is windows operating system so WINVNC makes it easier to deal with the
problem and we don’t need to travel to every computer in the college. You can
use WINVNC by going to you control panel and can be configured into the way
you want.
Google
The technology keeps growing and it’s hard to keep up
with latest gadgets and technology. I
and my colleague don’t know all the solution to the problem we face and the one
diagnostic that we all use to find solution is Google search engine. Everyone will think that Google is only used
for shopping, information and etc. but you can also use Google for solving your
problems that is difficult for you. You
can use Google for finding what different error codes means; find a solution
for a problem by looking at other user who had the same problem and any other
information that you want to know. Lots
of people submit their fault logs which you can use if the same problem happens
to you. We technicians in hackney
technology college use Google often because newer problem keep coming because
of student that use the computer system and the teacher. For example: I was trying to solve a problem
which showed ‘error 404’ and I didn’t know what that meant so I went to Google
for the information. I found out that
404 means that you the client is unable to communicate with the given. This saves a lot of time and effort to search
for the answer I needed.
Control panel
Control panel is a windows
operating system tool that is commonly
used by many users and it’s really helpful for us because it lets us use the
advanced setting which can be used to control and modify the computer. There are a lot of settings that comes with
control panel which lets you customization your computer the way you want, you
can access control from your start menu and click control panel. You can change the appearance of your
computer by changing the background, change the user interface and more. Control panel lets you add or remove program
from your computer also with hardware; can modify the mouse and keyboard;
modify the sound settings and can make the computer do automatic updates when
they are available. You can even create a user account in your computer which creates a
separate account where only your work will be saved and can put password to be
secure.
MyDefrag
MyDefrag is used for defragment and
optimizing for your hard disk, USB disk, memory stick and more. Files in your computer are split into small
files and are in different location of your hard disk which makes the computer
slow down when it tries to find the files.
When you want to open the file, it will take some amount of time to find
it because the file is in different and the hard disk goes to all the places to
collect each of the small pieces. but by
using defragmentation, all the small piece are put together into one file which
makes it quicker to access the file also making your computer run faster. Optimization is used to organise all the
files in your hard disk into one place for you to see so you don’t need to look
the files in different places.
Techniques
Direct
questioning
When you are trying to help a user from the other end
of a phone call, you need to know what you are going to ask for. If you ask question that gets to the problem,
you need don’t need to ask more question and fix the problem quickly so that
the user will be happy the service.
Direct questioning is when you ask specific questions for gathering
information and understand the problem quickly by spending less time asking
questions to the user. This is an
important technique which helps a lot of workers like IT technician, engineer
and etc. By asking the necessary
question, it will make you sure that the user understands the problem they
have. You can use a guide which will
have a list of questions in order, you can use these questions to get the
important information you need about the problem that the user have. For example: In hackney technology college,
we get calls or emails from the teachers who happen to have a problem with
their technologies. We don’t straight
away do to the teacher but we ask a series of questions that will tell us what
might be the problem and because of this, we do not waste any time and gets to
the problem quickly. We have software
that is installed on the college computers which helps teacher to write their
fault and it’s sends to us which are quicker than calling. The entire questions are listed in the
software which should be answered by the teachers.
Open
question
Open question is questions that will require a
detailed answers and it’s used to get important information. If you ask a question like this ‘what can you
see on your screen?’ there is a lot of possibility for different answer. By asking specific question, you are able to
control how much information you will get from the question and this makes it
easier for you to collect information from the user.
Closed
question
Closed question are questions that only have limit
answer such as Yes or No which gets straight to the answer. Question like ‘is your screen blue?’ can only
be answered with a yes or no and makes it easier for you to figure out the
problem.
Probing
question
Probing question are questions which are used to
clarify information that has been said by the other person who is answering the
question. The purpose for using probing
question is to find out the purpose of an answer that the other persons said
which is not clear. By asking ‘why did
you say that?’ it tells the other person to say it again more detail so that we
can understand what they were talking about before. You can also use probing question to find out
if the user is in the same topic has you so that you don’t go off-topic (is
this anything to do with the fault?).
‘Is that all?’ can be used when you finishing asking question to check
that you have gotten all the right information from the user.
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