Information that can assist us in solving IT technical faults
e-books: 24/7
books;OREILLY, sams teach yourself.
internet searches: clustering(webclust), listening
colleagues,
training courses- online, 121,group, cascading"train the trainer"
fault logs
solved tickets(internal company)
knowledge base(ousdide of the company archive)
hardware and software manuals
faq's
manuals
manufacturers websites
flowcharts
forums
intranet(CMS content managment system,(CMS is like shared area) repositories)
online chat IRC Internet Relay Chat Channels. MIRC(IRC channel client that you download)
phone support lines(first and second line support mainly use)
high street desk shop counters(e.g. techguys)
always be aware that some users dont use products for their specifications and use them for something else. for example the paperclip was designed to hold together paper but people can use them to open the disk drive of a computer.
what would we need to consider when making a product reccomendation?
what level they are working at.
Age
Cost
Profit
language barriers
possible users
Helpdesk Knowledge Library
1) Computer seems to randomly crash without error message.
Power supply could be over heating or could be an infinite CPU loop
-Check event logs for any errors, and find out what program is causing the problem.
-Check your temperatures on the motherboard, CPU and GPU. Test your memory with memtest.
-Take all the RAM out and try to run them on a PC one by one and see if it does it again.
2) Blue screens of death.
Forced system shutdown
-Reboot the PC.
-Go into safe mode on start-up and restore the last known good configuration.
3) Corrupted data.
Power outage or malware.
-start the computer from a bootable CD, then scan the hard disk for errors. If the scan completes successfully, the registry can be restored by hand and the computer can be scanned for viruses.
4) Some memory intensive programs crash on start up.
Control alt delete in windows monitor one that’s taking up all of the CPU and stop the program executing or remove the program.
-Add more sticks of RAM.
5) The screen changes colour and flickers.
Dodgy cables/loose cables
-Check to see if the video cable is in correctly and plugged in, check for video drivers updates.
6) The computer eventually stops booting up and makes continuous or repetitive POST beeps.
Identify the problem via the beep codes.
–Refer to POST beep codes from computer manufacturer and see what the problem is via how many beeps you hear.
