technical support faults

faults
1.strategic senior managment.
2.tactical middle managment.
3.operational knowledge/workers
loss of service
. lockup- a computer is not responsive
.crash-when the whole system goes down
.a peripheral that no longer works.
.networking failures
.error message faults
when you are experiencing faults it is very important to think about who these problems are going to affect.
10 common faults
1.slow computer- cluttered hardrive?spyware?old pc?
2. poor internet connection-virueses?faulty network card?
3. computer freezes or lock up-BSOD(blue screen of death)-drivers out of syn and crashes the system?
4. browser/homepage/default searche ngine changes. spyware?
5. computer connects to the internet on its own-diallers?
6. computer turns itself on by iteself- wake on LAN set in the BIOS?
7. computer clock seems to lose time- new cmos
8.randomly reboots- hardware problem
9. refuses to boot completely- driver isuues? spyware?
10. noisy computer- dirty fans/hardrive on the way out.
diagnostic tools
categories
.hardware
.network
.software
.remote(putty and vnc)

Device manager
you can use the device manager for looing into he properties of all of the decices and settings of all of the components. you can look up when the component was made and designed and how big the
component is. this means you can troublesshoot the system for any problems. it will aslo tell you all of the processer information in the device manager.
event viewer
event viewers are used for reporting errors and can look up the event IDs of events. this will give you detailed fault logs and detailed system faults. this has dates and time of when things have
been done on the system.
error-checking
error checking is an application that scans the hardrive for errors such as lost sectors, bad sectors and corruption.this tells you the security settings, the properties,harware,tools,sharing
quota,previous versions and general settings. you can check for errorsin the system, defragment your system and back up files using the eroor-checking.
remote access
remote access helps support users in distant locations. helpdesk agents can dot he things below by using remote access.
. view a remote users screen
.enter commands on a users system
different type of remote access are:
1. symatec pcAnywhere
2.logmein
3.TightVNC/RealVNC
disadvantages
bad internet connections
you can discover things you are not supposed to.
advantages
helps you to connect and help other users from the support office.
monitoring tools.
. network trafic, i.e. bandwidth,speed
.hard drive quotasof user files
.server performance-CPU,disk space
.user internet usage
.printing-papercut in k college
. e-safety monitoring used in schools/eg. securus.